Betway Global
Service Desk Analyst
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Service Desk Analyst
Join a fast-paced, technology-driven environment where you'll play a key role in keeping employees productive through exceptional IT support. This is an excellent opportunity for a customer-focused IT professional who enjoys troubleshooting, problem-solving, and delivering outstanding user experiences.
What you'll do
As a Service Desk Analyst, you'll support the delivery of high-quality IT services across the business, helping ensure seamless day-to-day operations. Key responsibilities include:
- Provide first-line IT support to users across the organisation.
- Resolve user issues via phone, email, and chat.
- Log and manage incidents and service requests using the service management platform.
- Prioritise, categorise, and track incidents through to resolution.
- Escalate complex technical issues to specialist support teams when required.
- Perform routine system maintenance and health checks.
- Support software installations, updates, and system administration activities.
- Ensure adherence to IT policies, procedures, and ITIL best practices.
- Create and maintain technical documentation and knowledge base articles.
- Deliver excellent customer service and follow up to ensure user satisfaction.
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What you'll bring
Essential Requirements
- Experience supporting hardware, software, and end-user IT issues.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Experience working effectively with cross-functional teams.
- Strong organisational skills with the ability to manage multiple priorities.
- High attention to detail and commitment to quality.
- Ability to adapt in a fast-moving environment.
- Familiarity with Jira, Microsoft 365, and Microsoft Azure AD.
Desirable
- Experience within the online gaming, betting, or casino industry.
- Understanding of sports betting products, markets, and customer behaviour.
- Knowledge of gambling regulations and compliance requirements.
- Experience developing customer retention initiatives.
- Experience working in a high-volume, fast-paced support environment.
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Why join?
You'll be part of a global organisation that values innovation, collaboration, integrity, accountability, and continuous improvement. You'll also benefit from:
- Comprehensive learning and development programmes.
- Ongoing performance coaching and feedback.
- Employee Assistance Programme for you and your family.
- Vitality Health Care.
- Unum Dental cover.
- Life Assurance and Income Protection.
- Tusker car scheme.
- Cycle to Work scheme.
- Retail discounts.
- A diverse and inclusive working environment with international career opportunities
Apply now
If you're passionate about technology, enjoy helping people, and want to build your career within a global organisation, we'd love to hear from you.
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