Service Desk Analyst

TN United Kingdom; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company that values flexibility and inclusivity, offering a vibrant work culture and a chance to grow. In this role, you'll be the first point of contact for users, responding to queries and managing support tickets. You'll work in a dynamic environment, ensuring that technical issues are resolved efficiently while maintaining excellent communication with users. With a generous holiday allowance, a profit-sharing bonus, and a commitment to your personal development, this is an exciting opportunity to be part of a team that truly cares about its people.

Benefits

Generous holiday allowance

Paid community volunteering

Profit-sharing bonus

Pension plan

Life assurance and personal accident cover

Qualifications

• Strong communication skills to assist users at all levels.
• Ability to manage workload efficiently and effectively.

Responsibilities

• Respond to user calls, emails, and tickets promptly and professionally.
• Manage user administration and liaise with third parties for on-site support.

Skills

Excellent communication skills

Ability to organise and prioritise workload

Flexibility to support the business

Job description

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About The Role

Purpose of the role

Responding in a timely manner to calls, queries or fault reports whether these are raised by phone, email or via a service desk database.

Duties and responsibilities

• Respond positively and professionally to end user calls, e-mails or raised tickets, resolve immediately where possible and if not possible route quickly and effectively to appropriate contact
• Manage user administration at the desktop within limits of security policies
• Liaising with third parties to arrange on-site visits to carry out work
• Perform configuration of hardware for new starters
• Ensure desktop operating system and core applications are maintained to agreed procedures
• Support projects and liaise with other teams as required
• Support remediation of faults and security vulnerabilities as required
• Infrequent travel to support remote locations
• Managing ticket queues to ensure all work is carried out in a timely manner and is triaged correctly
• Telephony system support may be required, aiding in creating new user telephone numbers as well as amendments to existing numbers
• Follow core processes and procedures such as change control and incident logging
• Keep appropriate records and update documentation or checklists as applicable

About You

Skills

• Excellent communication skills to assist at all levels and convey technical concepts to a non-technical audience
• Ability to organise and prioritise workload
• Flexibility to support the business as and when required outside normal business hours

Working hours

37.5 hours per week, Monday to Friday (one hour for lunch). Hours are on a rota to ensure the Service Desk is operational between 7.30am to 5.30pm.

About Us

Paragon perks

• Generous holiday allowance, with a day off for your birthday!
• Paid community volunteering
• Company-wide, profit-sharing bonus
• Pension plan - we’ll contribute up to 10% of your annual salary
• Life assurance and personal accident cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

We welcome diversity and we care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Formed in 2020, our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience and ideas to build a more equal, diverse and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We offer a range of support to help you care for your wellbeing, from our free Employee Assistance Programme to our qualified Wellbeing team who are on hand to connect you with the help you need to get more out of life.

Be better

We want you to reach your potential and, as an Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.

Be a part of it!

Our employees tell us that the best thing about Paragon is the people! So, if you’re looking for an energetic, friendly team with a great set of values to help you take the next step in your career, apply now and let’s grow together!