Service Desk Operations Specialist

4 days ago

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

About the Role

This role is responsible for providing timely and effective support to end-users, whether through phone, email, or the service desk database.

Duties and Responsibilities

  • Respond professionally to end-user queries, resolving issues where possible and routing to appropriate contacts when necessary.
  • Manage user administration within security policy limits.
  • Liaise with third parties to arrange on-site visits for work.
  • Configure hardware for new starters.
  • 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 as needed.
  • Perform occasional travel to support remote locations.
  • Manage ticket queues to ensure timely completion and proper triage.
  • Provide telephony system support, including new user setup and number amendments.
  • Follow core processes, such as change control and incident logging.
  • Maintain accurate records and update documentation as necessary.

About You

We're looking for individuals with excellent communication skills to convey technical concepts to a non-technical audience.

Requirements

  • Ability to prioritise and manage workload.
  • Flexibility to support the business outside regular working hours.

Benefits

  • Generous holiday allowance with a personal day for your birthday.
  • Paid community volunteering opportunities.
  • Company-wide profit-sharing bonus.
  • Pension plan with employer contributions up to 10% of annual salary.
  • Life assurance and personal accident cover.

Working Arrangements

We promote flexibility in work arrangements to achieve a healthier work-life balance. Hybrid working enables you to split your week between the office and home.

Equality, Diversity, and Inclusion

We welcome diversity and strive for an inclusive workplace. Our Equality, Diversity, and Inclusion Network meets regularly to share experiences and ideas.

Employee Voice

We value your opinions and encourage participation through our People Forum and regular employee surveys.

Wellbeing Support

We offer a range of support to help you manage your wellbeing, including an Employee Assistance Programme and a qualified Wellbeing team.

Personal Development

We invest in our employees' growth and development through personalised plans and opportunities for learning and professional development.

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