Service Desk Analyst – Level 2

Job Description – Service Desk Analyst
Job Title: Service Desk Analyst – Level 2
Work Location: UK & Hyderabad
Account/Division: Technology Service Management
Reporting to: Service Desk Team Leader
The role objectives of a service desk are centred around maintaining efficient IT operations and ensuring a positive user experience.
Incident Management
- Quickly resolve incidents to minimise disruption to the business. This involves identifying, logging, and resolving issues as efficiently as possible.
- Escalate tickets to Level 2 and/or wider Paragon IT resolver teams where appropriate.
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.
Service Request Management
- Handle service requests from users ensuring they are completed in a timely manner.
Communication
- Serve as the primary point of contact between users and the wider IT teams. This includes keeping users informed about the status of their issues and providing clear, jargon-free explanations.
Customer Satisfaction
- Ensure high levels of customer satisfaction by providing courteous, consistent, and effective service. This includes managing expectations and delivering on service level agreements (SLAs).
Team Mentoring
- Act as an escalation point for L1 agents on complex or sensitive issues
- Mentor and upskill L1 agents through coaching, adhoc training and knowledge base management
- Team-first approach with a willingness to support colleagues.
Knowledge Management
- Maintain and utilise a knowledge base to help resolve issues more quickly and to empower users to solve common problems on their own.
- Maintain audit-ready documentation while ensuring compliance with security and governance.
Continuous Improvement
- Regularly analyse performance data to identify areas for improvement. This can involve optimizing processes, implementing new technologies, and enhancing team skills.
- Work with Service Management Team to participate in and deliver against function level Continual Service Improvement Plan
These objectives help ensure that the service desk operates smoothly, supports business operations effectively, and maintains a high level of user satisfaction.
Key Responsibilities:
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).
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.
Compliance Assurance
- Ensure all Service Desk activities comply with ITIL standards, organisational policies, and regulatory requirements.
Policy Development
- Assist in the development and updating of Service Desk policies and procedures to reflect best practices and organisational needs.
Continuous Improvement
- Identify opportunities for process improvements and contribute to the enhancement of service desk operations.
- Participate in training and development activities to stay updated with the latest technologies and best practices.
- Collaborate with team members to share knowledge and improve overall service delivery.
Reporting
- Assist the Service Desk Team Leader in collating and reporting Key Performance Indicators related to Service Desk operations, In-flight and aged ticket management as well as resolver queue management.
Technical Experience:
- 2 years or more previous 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 (JIRAS preferred) 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 and any others defined by the business.
- Proficiency in Windows operating systems.
- Knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP).
- Familiarity with common software applications and troubleshooting techniques.
- Background or strong interest in technology innovation
- Client engagement with strong stakeholder management skills.
- Experience of working with a 3rd party in a service delivery organisation.
- Knowledge and experience of business processes and working practices in large corporate businesses

Work arrangement
No