Service Desk Analyst - IT Support & Incident Resolution

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

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.