Service Desk Analyst

Betway Group; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Betway Group is seeking an IT Support professional to provide first-line assistance to users across our dynamic organization in Greater London.

You will log incidents via our service management tool, assist with software updates, and ensure IT policies are followed while delivering excellent customer service across multiple channels.

Join a fast-paced tech-forward team and help keep Betway Group's operations running smoothly for our global user base.

Qualifications

• Provides first-line IT support to users.
• Logs incidents and service requests in the service management tool.
• Maintains IT systems and assists with software updates.
• Adheres to ITIL best practices for incident and problem management.
• Documents solutions and creates knowledge base articles.
• Ensures clear communication with users and follows up on resolution.

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
• Maintaining IT systems and infrastructure
• Assisting with software installations and updates
• Adhering to ITIL processes and documenting solutions
• Delivering excellent customer service and following up on resolutions

Skills

IT Support

Customer Service

Incident Management

Tools

Service management tool

Job description

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..

As part of your role, your responsibilities will include:

• 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

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