Service Desk Analyst

Betway Global; Greater London; On-site; GBP 28,000 - 40,000; Full time

Job summary

Betway Group is seeking a dedicated IT Support professional in London to provide first-line IT support and resolve user issues across phone, email, and chat channels. You will log incidents, manage lifecycle, and escalate complex problems to higher-level teams as needed.

You will maintain IT systems, perform routine checks, assist with software installations, and ensure compliance with IT policies while delivering excellent customer service to users.

Responsibilities

• Providing first-line IT Support
• Responding to and resolving user issues via phone, email and chat
• Logging incidents and service requests in the service management tool
• Managing incident and request lifecycle
• Prioritizing and categorizing incidents based on impact and urgency
• Escalating complex issues to higher-level support teams as needed
• Maintaining IT systems and infrastructure
• Performing routine system checks and maintenance of tasks
• Assisting with software installations and updates
• Ensuring compliance with IT policies and procedures
• Adhering to ITIL best practices for incident and problem management
• Documenting solutions and creating knowledge base articles
• Providing excellent customer service
• Communicating effectively with users to understand their needs
• Following up with users to ensure satisfaction with the resolution

Job description

As part of your role, your responsibilities will include:

Responsibilities

• Providing first-line IT Support
• Responding to and resolving user issues via phone, email and chat
• Logging incidents and service requests in the service management tool
• Managing incident and request lifecycle
• Prioritizing and categorizing incidents based on impact and urgency
• Escalating complex issues to higher-level support teams as needed
• Maintaining IT systems and infrastructure
• Performing routine system checks and maintenance of tasks
• Assisting with software installations and updates
• Ensuring compliance with IT policies and procedures
• Adhering to ITIL best practices for incident and problem management
• Documenting solutions and creating knowledge base articles
• Providing excellent customer service
• Communicating effectively with users to understand their needs
• Following up with users to ensure satisfaction with the resolution

Betway Group is a proud member of Super Group, who are listed on the New York Stock Exchange (ticker: SGHC). We are a leading provider of innovative and exciting entertainment across sports betting, casino and esports betting. Founded in 2006, our teams in Malta, Guernsey, Spain and London are constantly expanding and evolving. By developing and utilising the very latest technologies, we have remained at the forefront of the online gaming industry, providing innovative and interactive gaming experiences in a fair, safe and responsible environment. Driven by our shared vision to become the global leader in the online sports betting and casino industry, our people are forward-thinking, team-players who thrive on a collective diversity of skills and backgrounds. We provide our teams with the tools to create market-leading, cutting-edge interactive gaming experiences, from pre-game and live sports betting, to esports and casino. We bring our people closer to the action - putting them at the heart, making them feel part of it. We live and breathe our values - these values define how we conduct ourselves in everything we do shaping how we interact with each other, our customers and our business partners. If you can imagine yourself in an environment which thrives off collaboration, and where everything is possible, then Betway could be the place for you.