Technical Support Analyst

2 months 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 inquiries 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 employees, ensuring seamless onboarding.
  • Maintain desktop operating systems and core applications, adhering to established procedures.
  • Support projects and collaborate with other teams as required.
  • Remediate faults and security vulnerabilities in a timely and efficient manner.
  • Occasionally travel to support remote locations, ensuring business continuity.
  • Manage ticket queues, ensuring timely resolution 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, enabling them to effectively interact with end-users at all levels. They will also demonstrate the ability to organize and prioritize workload, ensuring efficient issue resolution.

Working Hours

The Service Desk Analyst will work 37.5 hours per week, Monday to Friday, with one hour for lunch. Hours will be on a rotating schedule to ensure the Service Desk is operational between 7:30 am and 5:30 pm.

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