Service Desk Analyst

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

Job summary

A leading betting and gaming company in Manchester is seeking a Service Desk Analyst to ensure seamless operations for the Service Delivery team. You will provide incident support, manage service requests, and collaborate in a 24/7 support environment. Candidates should have proven IT support experience, preferably in a fast-paced setting, and knowledge of ITIL principles. The role offers a competitive salary and various employee benefits.

Benefits

Bonuses and incentives

Monthly pension contributions

Enhanced Maternity & Paternity Pay

Cash rewards through referral program

Death in service benefit

Discounts from retailers

Long-service recognition

Mental health support and wellbeing tools

Qualifications

• Experience in a 24/7 IT support environment preferred.
• Willingness to obtain ITIL 4 Foundation certification.
• Ability to learn new systems and processes.

Responsibilities

• Log, categorize, and prioritize incidents via SolarWinds Service Desk.
• Perform initial triage; troubleshoot and resolve incidents.
• Manage incidents to resolution ensuring SLA compliance.

Skills

IT support experience

Effective communication

Problem-solving skills

Analytical skills

Knowledge of ITIL principles

Education

ITIL 4 Foundation certification

Tools

ITSM tools

Microsoft Office 365 Admin

Remote support tools

Job description

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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 — an exciting time to join us. With this platform, we can pioneer new products and drive advanced, creative technologies, delivering unrivalled experiences for millions 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, now is the time to join us.

Job Purpose

This role is key to 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 competencies, you will support end-users and contribute to improving IT service delivery.

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

Job Duties

1. Log, categorize, and prioritize incidents via SolarWinds Service Desk ITSM, aligning with ITIL processes.
2. Perform initial triage; troubleshoot and resolve incidents or escalate as needed.
3. Manage incidents to resolution, ensuring SLA compliance.
4. Fulfill requests promptly and communicate updates to users.
5. Create and maintain knowledge base articles.
6. Share resolutions using 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.
9. Act as primary contact for incident and change notifications.
10. Provide professional updates to users, stakeholders, and management.
11. Manage IT assets and configuration items with appropriate tools.
12. Work a structured 24/7 rota, with shifts from 08:00-18:00, 12:30-22:30, and 22:30-08:00.

Knowledge, Skills, and Experience

• Proven IT support experience, preferably in a 24/7 environment.
• ITIL 4 Foundation certification or willingness to obtain.
• Knowledge of SFIA Levels 2-3 in service operations.
• Ability to learn new systems, processes, and technologies.
• Experience with ITSM tools, Microsoft Office 365 Admin, and remote support tools.
• Effective communication and problem-solving skills.
• Familiarity with ITIL principles, especially Incident, Request, and Change Management.
• Strong analytical skills, prioritization, and multitasking abilities.
• Proactive approach to security, privacy, and ethics in IT.

What is in it for me?

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

Be Rewarded

Earn bonuses and incentives to boost your income.

Secure Your Future

Monthly pension contributions to help you prepare for the future.

Family Support

Enhanced Maternity & Paternity Pay for new family members.

Refer and Earn

Cash rewards through our 'Refer a Friend' programme.

Peace of Mind

Death in service benefit.

Save Smart

Discounts and cashback offers from various retailers.

Get Recognised

Long-service recognition and points redeemable with global retailers.

Life's Milestones

Gifts for baby arrivals, adoptions, weddings, plus extra days off for your wedding day.

Feel Valued

Access to 24/7 virtual GP, mental health support, financial wellbeing schemes, and more.

Additional Benefits

Eye care, savings schemes, financial coaching, Employee Assistance Programme, wellbeing tools, and other health and financial benefits.