puestos de Service Desk en Gran Bretaña

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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.

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.

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.

• 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.

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

Earn bonuses and incentives to boost your income.

Monthly pension contributions to help you prepare for the future.

Enhanced Maternity & Paternity Pay for new family members.

Cash rewards through our 'Refer a Friend' programme.

Death in service benefit.

Discounts and cashback offers from various retailers.

Long-service recognition and points redeemable with global retailers.

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

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

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