Service Desk Analyst

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 & 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 & written) & 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.