Job Details

Service Desk Analyst

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Job Description

Job-Overview

An-exciting-opportunity-has-become-available-for-a-Service-Desk-Analyst-(Level-2)-to-join-the-Technology-Services-Management-division-based-at-Paragon's-Client-partner-site-in-Rotherham.-

The-role-objectives-of-a-service-desk-are-centred-around-maintaining-efficient-IT-operations-ensuring-that-the-service-desk-operates-smoothly,-supporting-business-operations-effectively,-and-maintaining-a-high-level-of-user-satisfaction.

This-is-a-full-time-office-based-position-working-on-rotating-shift-pattern-hours.-

Rotation-between,-day-/-evening-andamp;-night-shift-(-Roughly-8am-4pm-/-4pm-11pm-/-11pm-7am)-

Each-shift-will-rotate-after-a-few-weeks-at-a-time.-

Your-main-duties-would-include:-

Incident-Management

  • Log-and-manage-incidents-and-service-requests-using-the-IT-Service-Management-(ITSM)-tool.
  • Prioritize-and-categorize-incidents-based-on-their-impact-and-urgency.
  • Ensure-timely-resolution-of-incidents-in-accordance-with-Service-Level-Agreements-(SLAs).

First-Contact-Resolution-(FCR)-Enhanced

  • Aim-to-resolve-as-many-issues-in-scope-for-FCR-as-possible-during-the-initial-contact-to-reduce-the-need-for-escalations-and-improve-efficiency.
  • Troubleshoot-complex-issues-across-Windows,-macOS,-Microsoft-365,-Entra-ID/Azure-AD,-VPN,-and-endpoint-management-tools-to-deliver-FCR-capability.

Technical-Support

  • Provide-first-line-technical-support-to-clients-via-phone,-email,-and-chat-and-other-online-collaboration-and-remote-support-toolsets-as-provisioned-by-the-business.
  • Diagnose-and-resolve-hardware,-software,-and-network-issues.
  • Escalate-complex-issues-to-second-line-support-or-relevant-departments-as-necessary.

Customer-Service

  • Maintain-a-high-level-of-customer-service-and-professionalism.
  • Communicate-effectively-with-clients-to-understand-their-technical-issues-and-provide-appropriate-solutions-and-updates-during-the-life-cycle-of-the-incident-or-service-request.

Documentation-and-Reporting

  • Document-all-support-activities,-including-incident-details,-troubleshooting-steps,-and-resolutions.
  • Generate-and-maintain-reports-on-incident-trends,-service-performance,-and-customer-feedback.
  • Contribute-to-the-creation-and-maintenance-of-knowledge-base-articles-and-support-documentation.
  • Ensure-all-Service-Desk-activities-comply-with-ITIL-standards,-organisational-policies,-and-regulatory-requirements.

Skills-and-Attributes-we-are-looking-for

  • Proven-experience-in-an-IT-service-desk-or-technical-support-role.
  • ITIL-Foundation-certification.
  • CompTIA-A+,-Network+,-or-Microsoft-Fundamentals.
  • Experience-in-MSP-or-multi-client-environments.
  • PowerShell-or-automation-experience.
  • Experience-with-ITSM-tools-and-remote-support-software.
  • Experience-with-First-Contact-Resolution-(FCR)-operations-and-capability-to-troubleshoot/fix-FCR-tasks-such-as-Email,-VPN,-MFA,-Device-performance
  • Familiarity-with-common-software-applications-and-troubleshooting-techniques.
  • Client-engagement-with-strong-stakeholder-management-skills.
  • Experience-of-working-with-a-3rd-party-in-a-service-delivery-organisation-is-ideal.
  • Excellent-Communication-skills-(verbal-andamp;-written)-andamp;-time-and-priority-management

Benefits-include

  • Employee-Benefits-Platform, Reimbursements, Bupa-Cash-Plan, Cycle-to-work-Scheme, Financial-Health-Check, Wellbeing,-Legal,-Personal-finance-support, Employee-Assistance-Programme

Paragon-is-committed-to-creating-an-inclusive-and-accessible-workplace-where-everyone-feels-valued,-respected-and-able-to-thrive.-We-welcome-applications-from-individuals-of-all-backgrounds,-experiences-and-perspectives.-All-qualified-applicants-will-be-considered-fairly-and-without-discrimination-on-the-basis-of-race,-ethnicity,-gender,-gender-identity-or-expression,-sexual-orientation,-disability,-age,-religion-or-belief,-marital-or-civil-partnership-status,-pregnancy-or-maternity,-or-any-other-characteristic-protected-by-applicable-law.


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