Service Desk Analyst

Overview Join to apply for the Service Desk Analyst role at Betway GlobalDirect message the job poster from Betway GlobalWhat you’ll be doing As part of your role, your responsibilities will include:Providing first-line and 2nd line IT SupportResponding to and resolving user issues via phone, email and chatLogging incidents and service requests in the service management toolManaging incident and request lifecyclePrioritizing and categorizing incidents based on impact and urgencyEscalating complex issues to higher-level support teams as neededMaintaining IT systems and infrastructurePerforming routine system checks and maintenance of tasksAssisting with software installations and updatesEnsuring compliance with IT policies and proceduresAdhering to ITIL best practices for incident and problem managementDocumenting solutions and creating knowledge base articlesCommunicating effectively with users to understand their needsFollowing up with users to ensure satisfaction with the resolutionThis 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 effectivelyExperience working collaboratively in cross-functional teams, with a focus on achieving shared goalsExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scopeExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situationsProficiency in IT support and troubleshooting including hardware and software issuesFoundational understanding of networks / networkingExperience with Microsoft InTuneDesirable 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 trendsPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulationsFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in developing and executing customer retention strategiesExcellent communication skills for effective user support and incident resolutionAbility to manage and prioritize multiple tasks in a fast-paced environmentFamiliarity with tools like Jira, Microsoft 365 and Microsoft Azure ADOur 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 accountabilityInitiating actionResilienceTeam orientationIntegritySeniority level AssociateEmployment type Full-timeJob function Information TechnologyIndustries Gambling Facilities and CasinosReferrals 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 SystemsTechnical Support L2 (English + Spanish)Technical Support Specialist - Large Format PrintingTechnical Validation Engineer – Lab SupportWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr