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Service Desk Analyst Full Time

at Betway Group London in London (Published at 25-09-2023)



On average it takes 5 minutes to apply for this role.



Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Do you see yourself as one of those “out-of-the-box thinkers”, “Technical masterminds”, “Outstanding creatives”, or “Mind-boggling number crunchers”? If so, we want to welcome you to the Betway family and celebrate what makes you unique!


Our global customer base is exploding and we need your skills to support us on this exciting journey! Don’t look back and submit your application before the opportunity passes you by..



Job Title: Service Desk Analyst (1st Line)


Department: Technology


Reporting to: Service Desk Team Lead


Team: Service Delivery



The Team


We provide desktop and application support in a fast and dynamic industry. As a client-facing team, we build relationships with internal stakeholders and constantly seek to make their jobs that much easier. If you’re diligent and focused on adding business value then we want you on our team. Our big priority is continual service improvement, measured using SLAs, KPIs and feedback.



Purpose of Job


The Service Desk Analyst will provide 1st line end user support across the business with a strong focus on customer services. They will focus on resolving Service Requests whilst keeping the customer informed at all times, and within agreed Service Level Agreements. They will follow ITIL best practices and processes as defined by the Service Desk Team Lead.



The successful candidate will have a technical background and will have a proven track record of providing outstanding customer service.



Key Responsibilities & Accountabilities


The Service Desk Analyst position will involve the following areas of responsibility:


  • Act as a point of contact for Incidents and Service Requests for the end-users within the business.

  • Answering all telephone calls, emails, and walk-ups to the Service Desk.

  • Resolving and escalating Service Requests within agreed SLAs.

  • Completing desktop builds and deploying software through Intune.

  • Work autonomously using JIRA Service Desk.

  • Provide professional, high-quality, reliable, and friendly customer services to all end-users within the business.

  • Be part of an on-call out-of-hours support team.




This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.



Essential Criteria:


  • Minimum of 1-year experience working in an end-user facing 1st line support role.

  • Experience with an ITSM ticket management system to manage all incidents and requests.

  • Proficient in ticket triage and escalation processes to 3rd line resolution teams.

  • Experience with Exchange Administration (email accounts, distribution list, shared mailboxes, resource mailboxes, etc.).

  • Experience providing support to remote users over the phone.

  • Strong technical knowledge with: Windows 10, Office 365, Active Directory and VPN.




It would be a bonus if you also had:


  • Experience with Office 365 Administration – preferably in a hybrid exchange environment.

  • Experience with Reporting and Trend Analysis.

  • Experience with Video Conferencing Units (e.g. Polycom & Logitech).

  • Experience with Mobile Device Management solutions.

  • Experience providing end user Mac OS support in a Windows Domain environment.

  • Microsoft certified.




Person Specification:


  • A strong focus on customer services.

  • Excellent communication skills (written and verbal)

  • Analytical and numerical skills

  • Proactively gets involved with both desk duties and manual tasks

  • Willingness to learn.



  • Self-starter with initiative.



  • Attention to detail.

  • Perseverance and the ability to drive projects to completion.

  • Patient and calm under pressure.

  • Enjoy working with a team.




Should you not hear from us within 2 weeks, please assume your application has not been successful.



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