Devonshire
Service Desk Agent
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Service Desk Agent
Service Desk Analyst (Level 2) – Technology Services Management
Rotherham, Fully Remote
Job Overview
An exciting opportunity has arisen for a Service Desk Analyst (Level 2) to join Paragon’s Technology Services Management division at a client partner site in Rotherham.
The role revolves around maintaining efficient IT operations, ensuring a smooth service desk operations supporting business objectives and delivering a high level of user satisfaction.
This is a full-time, office-based position following a rotating shift pattern:
- Day shift: ~8:00 AM – 4:00 PM
- Evening shift: ~4:00 PM – 11:00 PM
- Night shift: ~11:00 PM – 7:00 AM
Shifts will rotate after a few weeks to accommodate flexibility.
Key Responsibilities
1. Incident Management
- Log and manage incidents and service requests using the IT Service Management (ITSM) tool.
- Prioritise and categorise incidents based on impact and urgency.
- Ensure timely resolution within service-level agreements (SLAs).
2. First-Contact Resolution (FCR) – Enhanced
- Resolve as many incidents as possible during the initial contact to reduce escalations.
- Troubleshoot complex issues across:
- Windows & macOS
- Microsoft 365
- Entra ID/Azure AD
- VPN
- Endpoint management tools
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3. Technical Support
- Provide first-line technical support via phone, email, chat, and collaborative tools.
- Diagnose and resolve hardware, software, and network issues.
- Escalate complex cases to second-line support or relevant departments as needed.
4. Customer Service & Engagement
- Maintain high professionalism and client satisfaction.
- Communicate clearly to understand issues and provide resolutions or updates throughout incident life cycles.
5. Documentation & Reporting
- Record all support activities (incident details, troubleshooting steps, resolutions).
- Generate reports on incident trends, service performance, and customer feedback.
- Contribute to the knowledge base and ensure compliance with:
- ITIL standards
- Organisational policies
- Regulatory requirements
Skills & Experience Required
- Proven experience in an IT service desk or support role.
- ITIL Foundation certification (preferred).
- Certifications in:
- CompTIA A+/Network+
- Microsoft Fundamentals
- Experience in:
- MSP or multi-client environments.
- ITSM tools and remote support software (e.g., Zoom,LANDesk).
- Automation (PowerShell preferred).
- FCR techniques (e.g., email, VPN, multifactor authentication (MFA), device performance).
- Familiarity with:
- Common *software applications and troubleshooting.
- Peer-to-peer engagement and stakeholder management.
- Demonstrated experience with a third-party service delivery structure (ideal).
- Outstanding communication (verbal & written) and time management.
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Benefits
- Employee Benefits Platform
- Reimbursements
- Bupa Cash Plan
- CycleToWork Scheme
- Financial Health Check
- Wellbeing, Legal & Personal Finance Support
- Employee Assistance Programme
Diversity & Inclusivity
Paragon is committed to an inclusive, accessible workplace where everyone thrives. We welcome applications from all backgrounds and ensure fair consideration without discrimination.
For queries or reasonable adjustments during the recruitment process, please contact us—we are happy to assist.
Application Process: Apply via this LinkedIn advert (not direct message or email) to ensure an efficient and fair review.
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