IT Support Specialist

5 days ago

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

About the Role

As an IT Support Specialist, you will play a vital role in ensuring smooth and efficient technology operations within our organization. Your primary responsibility will be to provide prompt and effective technical assistance to our employees, resolving their IT-related issues and inquiries.

Purpose of the Role

The core purpose of this role is to deliver exceptional customer service by addressing user needs in a timely and professional manner. You will act as the first point of contact for technical support, troubleshooting various hardware and software problems, and guiding users through solutions.

Duties and Responsibilities
  • Provide prompt and courteous assistance to end-users via phone, email, or ticketing systems, resolving issues whenever possible and escalating complex cases appropriately.
  • Manage user accounts and permissions within established security guidelines.
  • Coordinate with third-party vendors for on-site support and maintenance activities.
  • Configure hardware devices for new employees and ensure optimal system performance.
  • Maintain desktop operating systems and core applications according to established procedures.
  • Collaborate with other teams on projects and initiatives as required.
  • Contribute to the remediation of technical faults and security vulnerabilities.
  • Occasionally travel to remote locations to provide onsite support.
  • Effectively manage ticket queues, ensuring timely resolution and proper prioritization.
  • Provide support for telephony systems, including user account creation and modifications.
  • Adhere to core processes and procedures, such as change management and incident logging.
  • Maintain accurate records and documentation as needed.
About You

We are seeking a highly motivated and customer-focused individual with strong technical skills and excellent communication abilities.

Skills
  • Exceptional communication skills, enabling clear and concise interaction with users of varying technical backgrounds.
  • Proven ability to prioritize tasks effectively and manage workload efficiently.
  • Flexibility to support business needs outside of regular working hours when required.

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