Service Desk Analyst

About Us

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.

We recently migrated all of our customers onto our very own proprietary platform - so its an exciting time to join us. With the help of our new platform were able to pioneer new products and drive more advanced creative technologies. The result Unrivalled experiences for millions of customers worldwide.

Betfreds Technology department is driven by innovation and youll be at the heart of unlocking our new platforms potential. So if you want to help shape the future of betting and gaming then its to time to join us.

Job Purpose

This role plays a pivotal part in ensuring the smooth operation of the Service Delivery team.

As a Service Desk Analyst you will handle incidents and service requests ensuring timely responses and resolutions. Leveraging ITIL-aligned practices and SFIA-defined competencies you will provide exceptional support to end-users while contributing to the ongoing improvement of IT service delivery.

This is a full-time 4-day-per-week position (4 out of 7 days) supporting a 24/7 Service Desk requiring a flexible approach to working hours.

Job Duties

Log categorise and prioritise incidents through the Solarwinds Service Desk ITSM tool ensuring alignment with ITIL processes.

Carry out initial triage; troubleshoot and resolve incidents where possible or escalate to appropriate resolver groups.

Manage and track incidents through to resolution ensuring SLA compliance throughout.

Ensure requests are fulfilled promptly and updates are communicated to users.

Create and maintain knowledge base articles to improve service delivery.

Use knowledge management tools to share resolutions and prevent recurrence of known issues.

Identify trends in incidents and assist in root-cause analysis investigations in line with Problem Management processes.

Support the Major Incident Management group during high priority incidents via effective triage troubleshooting whilst ensuring minimal service disruption.

Act as the primary point of contact for incident and change notifications.

Provide clear and professional updates to users stakeholders and management as required.

Utilise tools and processes to log track and manage IT assets and configuration items.

Cover a 24/7 365 rota as part of the service desk team working four from seven days a week in a structured pattern. Shifts are 08:00-18:00 12:30-22:30 & 22:30-08:00.

Knowledge Skills and Experience

Essential

Proven experience in an IT support environment preferably in a 24/7 setting.

ITIL 4 Foundation certification (or willingness to obtain).

Knowledge of SFIA Levels 2-3 in service operations including incident management customer service support and request fulfilment.

Ability to learn and adapt to new systems processes and technologies.

Experience with ITSM tools Microsoft Office 365 Admin and remote support tools.

Effective communication and problem-solving skills to enhance user satisfaction.

Familiarity with ITIL principles particularly Incident Request and Change Management.

Strong analytical skills with the ability to prioritise and multitask.

Demonstrate a proactive approach to security privacy and ethical considerations in IT.

What is in it for me

• 26800- 31500 per annum depending on experience

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.

• Secure Your Future: Build a nest egg with monthly pension contribution helping you prepare for the future.

• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.

• Refer and Earn: Cash-in on our Refer a Friend programme were always looking for exceptional individuals like you!

• Peace of Mind: Benefit from a death in service benefit though we hope youll never need it.

• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme honouring the dedication of our loyal team members throughout their careers.

• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements earning points redeemable with over 700 global retailers.

• Lifes Milestones: Receive a gift to celebrate the birth of a baby adoptions and weddings along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family ensuring prompt health answers that fit your schedule.

• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support including face-to-face counselling and self-help resources.

• Financial Wellbeing: Optimise your budget with our financial wellbeing package offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.

• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.

• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.

• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme covering childcare family matters relationships addiction legal issues financial concerns and more.

• Holistic Wellbeing Tools: Explore a wide range of resources for physical mental nutritional and financial wellbeing through our Wellbeing App.

• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.