Service Desk Analyst

Overview Join to apply for the Service Desk Analyst role at Betway Global Direct message the job poster from Betway Global What you’ll be doing As part of your role, your responsibilities will include: Providing first-line and 2nd 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 Communicating effectively with users to understand their needs Following up with users to ensure satisfaction with the resolution This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives. Essential skills you’ll bring to the table Strong verbal and written communication skills in both English and Spanish, with the ability to convey complex ideas clearly and effectively Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope Exceptional attention to detail, ensuring high standards of quality in all outputs Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations Proficiency in IT support and troubleshooting including hardware and software issues Foundational understanding of networks / networking Experience with Microsoft InTune Desirable skills you’ve got up your sleeve It would be great if you also have some of the following skills: In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards Experience in developing and executing customer retention strategies Excellent communication skills for effective user support and incident resolution Ability to manage and prioritize multiple tasks in a fast-paced environment Familiarity with tools like Jira, Microsoft 365 and Microsoft Azure AD Our values are non-negotiables Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward. Ownership and accountability Initiating action Resilience Team orientation Integrity Seniority level Associate Employment type Full-time Job function Information Technology Industries Gambling Facilities and Casinos Referrals increase your chances of interviewing at Betway Global by 2x (Junior) Technical Support Specialist (h/m/x) (Junior) Technical Support Specialist (H/M/X) Junior Technical Support Specialist for RFID Systems Technical Support L2 (English + Spanish) Technical Support Specialist - Large Format Printing Technical Validation Engineer – Lab Support We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr