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Service Desk Analyst

Brief description

We’re looking for someone with excellent communication skills and IT knowledge to join our IT department as a Service Desk Analyst.

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. Managing and maintaining all Paragon software and hardware.

Duties and responsibilities

  • Respond positively 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
  • Perform Hardware installations, moves and upgrades for all Paragon equipment across multiple sites
  • Ensure desktop operating system and core applications are maintained to agreed security and patch levels
  • Mange the repair and maintenance of hardware
  • Support projects and liaise with other teams as required
  • Support remediation of faults and security vulnerabilities as required
  • Out of Hours Support on an on-call rota basis
  • Support multiple locations
  • Follow core processes and procedures such as change control and incident logging
  • Keep appropriate records and update documentation or checklists as applicable


  • 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

Qualifications and experience

Grade C or above GCSE (or equivalent) in English and Mathematics. Full UK driving licence essential.

Previous experience of working on a Service Desk essential. Exposure to Active Directory and SCCM an advantage.

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 with an on-call rota (currently 1 week in 4).


Relevant training will be provided.

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Paragon Banking Group PLC.  Registered in England number 2336032.  Registered office 51 Homer Road, Solihull, West Midlands  B91 3QJ.