Service Desk Operations Specialist

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.

Duties and 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 phone 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 and convey technical concepts in a clear and concise manner.

Requirements

  • Ability to organize and prioritize workload effectively.
  • Flexibility to support the business outside regular working hours, as required.

About Us

Paragon Banking Group PLC is a dynamic organization that values flexibility, diversity, and inclusion. We promote a healthy work-life balance, offering hybrid working arrangements and a range of benefits to support our employees' well-being.

Our Culture

We foster an inclusive environment, where employees can be their authentic selves. Our Equality, Diversity, and Inclusion Network ensures that everyone's voice is heard and valued.

Employee Benefits

  • Generous holiday allowance, including a birthday day off.
  • 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.

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