Service Desk Analyst

Betfred Group; Manchester; On-site; GBP 26,000 - 32,000; Full time

Job summary

Join Betfred Group as a Service Desk Analyst, a pivotal role within our Technology department that ensures smooth operation of our 24/7 Service Desk. You'll provide IT support, troubleshoot incidents, and enhance service delivery, contributing to pioneering technologies in the betting industry.

Benefits

Bonuses and incentives

Monthly pension contributions

Enhanced Maternity & Paternity Pay

'Refer a Friend' bonus program

Death in service benefit

Discounts and cashback from retailers

Long-service recognition

Celebratory gifts for life events

Additional days off for weddings

Qualifications

• Proven experience in IT support, preferably in a 24/7 environment.
• Ability to learn new systems and technologies quickly.
• Familiarity with ITIL principles and SFIA Levels 2-3.

Responsibilities

• Log, categorize, and prioritize incidents using ITSM tools.
• Provide exceptional end-user support and resolve incidents.
• Create knowledge base articles for service improvement.

Skills

Communication

Problem Solving

Analytical Skills

Proactive Security Approach

Education

ITIL 4 Foundation Certification

Tools

ITSM Tools

Microsoft Office 365 Admin

Remote Support Tools

Job description

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 proprietary platform, making it an exciting time to join us. With this platform, we can pioneer new products and drive innovative technologies, providing unrivalled experiences for millions of customers worldwide.

Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our platform's potential. If you want to help shape the future of betting and gaming, then it's time to join us.

Job Purpose

This role is crucial 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. Using ITIL-aligned practices and SFIA-defined competencies, you will provide exceptional end-user support and contribute to improving IT service delivery.

This is a full-time, 4-day-per-week position supporting a 24/7 Service Desk, requiring flexibility in working hours.

Job Duties

1. Log, categorize, and prioritize incidents using Solarwinds Service Desk ITSM, aligned with ITIL processes.
2. Perform initial triage; troubleshoot and resolve incidents or escalate as needed.
3. Manage incidents through to resolution, ensuring SLA compliance.
4. Fulfill requests promptly and communicate updates to users.
5. Create and maintain knowledge base articles for service improvement.
6. Share resolutions via knowledge management tools to prevent recurrence.
7. Identify incident trends and assist in root-cause analysis.
8. Support Major Incident Management during high-priority incidents, ensuring minimal disruption.
9. Act as the primary contact for incident and change notifications.
10. Provide professional updates to users, stakeholders, and management.
11. Log, track, and manage IT assets and configuration items using appropriate tools.
12. Work on a 24/7 rota, covering shifts from 08:00-18:00, 12:30-22:30, and 22:30-08:00, four days a week.

Knowledge, Skills and Experience

1. Proven experience in IT support, preferably in a 24/7 environment.
2. ITIL 4 Foundation certification or willingness to obtain.
3. Knowledge of SFIA Levels 2-3 in service operations, including incident management and request fulfillment.
4. Ability to learn new systems and technologies quickly.
5. Experience with ITSM tools, Microsoft Office 365 Admin, and remote support tools.
6. Strong communication and problem-solving skills.
7. Familiarity with ITIL principles, especially Incident, Request, and Change Management.
8. Strong analytical skills with the ability to prioritize and multitask.
9. Proactive approach to security, privacy, and ethics in IT.

What is in it for me?

Salary: £26,800 - £31,500 per annum, depending on experience.

Benefits include:

• Bonuses and incentives.
• Monthly pension contributions.
• Enhanced Maternity & Paternity Pay.
• 'Refer a Friend' bonus program.
• Death in service benefit.
• Discounts and cashback from various retailers.
• Long-service recognition.
• Recognition points redeemable with global retailers.
• Celebratory gifts for life events.
• Additional days off for weddings.

Wellbeing and Support

• 24/7 virtual GP service.
• Mental health support and counselling.
• Financial wellbeing programs, including savings schemes and coaching.
• Confidential Employee Assistance Program.
• Wellbeing resources via our app.
• Eye care benefits for VDU users.