IT Service Delivery Expert

6 days ago

Solihull, Solihull, United Kingdom Paragon Banking Group PLC Full time

About the Role

The Service Desk Analyst will be responsible for providing timely and effective support to end-users, responding to calls, queries, or fault reports in a professional and positive manner.

Key Responsibilities

  • Respond to end-user requests and resolve issues promptly, escalating to appropriate contacts when necessary.
  • Manage user administration, adhering to security policies and procedures.
  • Liaise with third-party vendors to arrange on-site visits for maintenance and repairs.
  • Configure hardware for new starters and ensure desktop operating systems and core applications are maintained according to agreed procedures.
  • Support projects and collaborate with other teams as required.
  • Remediate faults and security vulnerabilities in a timely and efficient manner.
  • Travel to remote locations as needed to provide support.
  • Manage ticket queues to ensure timely completion and accurate triage.
  • Provide telephony system support, including creating new user telephone numbers and modifying existing ones.
  • Adhere to core processes and procedures, such as change control and incident logging.
  • Maintain accurate records and update documentation as necessary.

About You

The ideal candidate will possess excellent communication skills, the ability to organize and prioritize workload, and flexibility to support the business outside regular hours.

Working Hours

37.5 hours per week, Monday to Friday, with one hour for lunch. Hours are rotated to ensure the Service Desk is operational between 7:30am and 5:30pm.

About Us

Paragon Banking Group PLC values diversity and inclusion, promoting a healthy work-life balance through hybrid working arrangements. We offer a range of benefits, including a generous holiday allowance, paid community volunteering, and a profit-sharing bonus.

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