IT Service Desk Analyst

Genting Casinos UK Limited; London; On-site; GBP 30,000 - 36,000; Full time

Job summary

A leading company in the leisure industry is seeking a motivated IT Service Desk Analyst to support their London casinos. The role requires strong customer service skills and an eagerness to learn about IT. Applicants should be ready to provide first-line support, manage customer tickets, and work collaboratively with the IT team.

Benefits

Private GP helpline

Discount portal for retailers

Life assurance

Employee assistance programme

20% discounted gym membership

Mental health support

Qualifications

• Experience troubleshooting IT issues and managing customer tickets.
• Good understanding of networking technologies such as DHCP and DNS.
• Ability to work independently and as part of a team.

Responsibilities

• Provide first-line support to internal customers with IT-related issues.
• Troubleshoot, resolve IT issues, and manage customer tickets.
• Document procedures and provide training to new employees.

Skills

Customer Service

Communication

Problem-Solving

Analytical Skills

Tools

Windows Operating Systems

Microsoft Office

Job description

We are looking for a highly motivated and customer-focused IT Service Desk Analyst to join our team. The ideal candidate will have a strong customer service background and be eager to learn about IT. The successful candidate will support our London casinos as well as helping the wider IT Service Desk team as and when required. There may also be occasions where the successful candidate will need to visit Genting Casinos across the UK.

The salary for this role is from £30,000 to £36,000 per annum dependent on experience.

Responsibilities:

• Provide first-line support to internal customers with IT-related issues.
• Troubleshoot and resolve IT issues as best as possible and escalate complex issues to senior team members.
• Manage customer tickets and incidents.
• Document procedures and knowledge to assist other members of the team.
• Work with internal teams to ensure that they are kept up to date on relevant issues.
• Provide training and guidance to new employees.
• Work within Service Level Agreement (SLA) guidelines published to the business community.
• Be adaptable and have the desire to learn.

Qualifications and Requirements:

• Excellent customer service and communication skills
• Ability to work independently and as part of a team.
• Ability to prioritise and manage multiple tasks simultaneously.
• Good problem-solving and analytical skills
• Experience with troubleshooting and resolving IT issues.
• Knowledge of Windows Operating systems
• Working knowledge of Microsoft Office applications
• Good understanding of desktop applications
• A basic understanding of network technologies such as DHCP, DNS, etc.
• Basic understanding of networking topologies – LAN and WAN.
• Good understanding of remote access services and the management of VPN technologies.
• Ability to take on basic application support processes.
• Ability to use IT ticketing systems.
• Exposure to Cyber Security platforms is advantageous.
• Ability to set and manage customer expectations and deliver on promises.
• Solid understanding of the need for procedures, practices, and standards for use within an IT department with the ability to put these into place where they do not already exist.
• Excellent customer-facing skills – being able to negotiate on an informal basis if required.
• Ability to maintain composure in difficult situations – possibly where conflicting demands are placed on limited resources.
• Mature and professional approach when carrying out duties.
• Ability to develop strong relationships at all levels, including senior business stakeholders.
• Keeps commercial aspects continually in mind when taking actions or making decisions.
• Being flexible and able to work a variety of shifts including night shifts and weekends.

Please note this role works on a rotational shift pattern between the IT Service Team:

• 08:00 – 16:00
• 09:00 – 17:00
• 09:30 – 17:30
• 14:00 – 22:00

Due to the nature of the business, supporting on an on call basis will also be required.

WHAT WE OFFER

As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:

Company funded benefits

• Private GP helpline.
• Discount portal for popular retailers, restaurants, leisure and more.
• Life assurance.
• Employee assistance programme - A confidential helpline providing 24/7 advice and counselling whatever the issue.
• 20% discounted gym membership.
• Mental health support.
• Family-friendly and wellbeing policies.

Flexible benefits* - designed for employees to choose the best package for their personal needs.

• Health Cash Plan (level 1 is company funded).
• Critical illness cover.
• Travel insurance.
• Health Screening.

Rewards, recognition, development, and events

• Genting Academy - online learning portal.
• Long service awards.
• Staff social fund.
• Annual company Christmas present.
• A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.

*Subject to eligibility.

OUR BUSINESS

Genting Casinos is one of the UK’s most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.

As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.