Service Desk Leader

**About Us**:
BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 74 countries, with more than 192,000 employees, including more than 146,000 in Europe.

The Group has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.

In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the European leader in consumer lending.

BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.

**The role**:

- Responsible and Accountable for implement, monitor and manage in Brazil domain all the Service desk perimeter
- Manage appropriate workstations/laptops 1st, 2nd level and proximity support
- Coordinate the deployment of predefined installations, images and procedures at the user level
- Organize and prioritize the team demands in alignment with end-users expectations

Ensures in Brazil domain:

- the user support end-to-end
- the communication with the business lines
- the alignment with the End User Computing team demands and processes
- the compliance of licenses
- the compliance of hardware and software following the group standards (including versions, models, vulnerability, antivirus and patching)
- the group and Americas governance procedures are followed
- the incident management and its prevention
- the integrity of the all tools where the asset management information is required, meaning the registration, change control and reconciliation
- the outsourcing contract management (SLA, costs and resources)
- Contributes to develop technical innovation with all technologies (bring ideas, new products, new processes )

**Requirements**:

- Bachellor Degree
- Advanced in English
- ITSM, COBIT
- Manegement team
- Analytical skills, Strategic vision, Rigor & Accuracy, Communication skills, Collaboration

**Benefits**:

- VR
- VA
- Life Insurance
- Complementary Pension Program
- Bradesco Saúde Healt Care, extensible to wife and sons til 24 years
- Travel Insurance
- Odontoprev Dental Care
- Daycare/ Nanny Assistance to children til 5 years and 11 months
- Gympass
- Parking Sport
- Oportunity to work in other countries
**Workplace system**:
Hybrid (2 Office X 3 Home Office and invert in the next week)