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 productive 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
- Regu

📌 Service Desk Analyst – Level 2 (Hyderabad)
🏢 Parseq
📍 Hyderabad