Service Desk Support Specialist

1 month 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 via various channels. This role requires excellent communication skills to convey technical concepts to a non-technical audience.

Duties and Responsibilities

  • Respond positively and professionally to end-user inquiries, resolving issues where possible and routing to appropriate contacts when necessary.
  • Manage user administration at the desktop, adhering to security policies.
  • Liaise with third parties to arrange on-site visits for work completion.
  • Configure hardware for new starters.
  • Maintain desktop operating systems and core applications according to agreed procedures.
  • Support projects and collaborate with other teams as required.
  • Remediate faults and security vulnerabilities as needed.
  • Travel occasionally to support remote locations.
  • Manage ticket queues to ensure timely completion and proper triage.
  • Provide telephony system support, including creating new user telephone numbers and modifying existing ones.
  • Follow core processes and procedures, such as change control and incident logging.
  • Keep accurate records and update documentation or checklists as applicable.

About You

We're looking for an individual with 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 on a rota to ensure the Service Desk is operational between 7:30am and 5:30pm.

About Us

We promote flexibility around work arrangements to achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

We Welcome Diversity

We care about inclusion and want you to be your whole self at work. Our Equality, Diversity, and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Your Wellbeing Matters

We offer a range of support to help you care for your wellbeing, from our free Employee Assistance Programme to our qualified Wellbeing team.

Personal Development

We encourage you to learn and develop by building a personalized development plan with your manager.



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