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- Tasks: Support our Service Delivery team by managing incidents and service requests.
- Company: Join Betfred, a leader in the global betting and gaming industry.
- Benefits: Competitive salary, bonuses, flexible hours, and wellness support.
- Why this job: Be part of an innovative team shaping the future of gaming technology.
- Qualifications: Experience in IT support and knowledge of ITIL principles required.
- Other info: Enjoy career growth opportunities in a dynamic, 24/7 environment.
The predicted salary is between 26800 - 31500 £ per year.
About Us
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 very own proprietary platform - so it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide. Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's time to join us.
Job Purpose
This role plays a pivotal part in 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. Leveraging ITIL-aligned practices and SFIA-defined competencies, you will provide exceptional support to end-users while contributing to the ongoing improvement of IT service delivery. This is a full-time, 4-day-per-week position (4 out of 7 days) supporting a 24/7 Service Desk, requiring a flexible approach to working hours.
Job Duties
- Log, categorise, and prioritise incidents through the Solar winds Service Desk ITSM tool, ensuring alignment with ITIL processes.
- Carry out initial triage; troubleshoot and resolve incidents where possible or elevate to appropriate resolver groups.
- Manage and track incidents through to resolution, ensuring SLA compliance throughout.
- Ensure requests are fulfilled promptly and updates are communicated to users.
- Create and maintain knowledge base articles to improve service delivery.
- Use knowledge management tools to share resolutions and prevent recurrence of known issues.
- Identify trends in incidents and assist in root-cause analysis investigations in line with Problem Management processes.
- Support the Major Incident Management group during high priority incidents via effective triage and troubleshooting whilst ensuring minimal service disruption.
- Act as the primary point of contact for incident and change notifications.
- Provide clear and professional updates to users, stakeholders, and management as required.
- Utilise tools and processes to log, track, and manage IT assets and configuration items.
- Cover a 24/7 365 rota as part of the service desk team working four from seven days a week in a structured pattern. Shifts are 08:00‑18:00, 12:30‑22:30 & 22:30‑08:00.
Knowledge, Skills and Experience
Essential
- Proven experience in an IT support environment, preferably in a 24/7 setting.
- ITIL 4 Foundation certification (or willingness to obtain).
- Knowledge of SFIA Levels 2‑3 in service operations, including incident management, customer service support and request fulfilment.
- Ability to learn and adapt to new systems, processes, and technologies.
- Experience with ITSM tools, Microsoft Office 365 Admin, and remote support tools.
- Effective communication and problem‑solving skills to enhance user satisfaction.
- Familiarity with ITIL principles, particularly Incident, Request, and Change Management.
- Strong analytical skills with the ability to prioritise and multitask.
- Demonstrate a proactive approach to security, privacy, and ethical considerations in IT.
What’s in it for you?
- A competitive rate of pay and pension contribution (£26,800 - £31,500)
- Generous discretionary bonus schemes, incentives and competitions
- An annual leave entitlement that increases with length of service
- Access to an online GP 24/7, 365 days a year for you and your immediate family.
- Employee wellbeing support through our Employee Assistance Programme
- Enhanced Maternity & Paternity Pay
- Long Service Recognition
- Access to a pay day savings scheme, financial coach and up to 40% of your earned wage ahead of payday, through Wagestream.
For More information, visit https://betfredcareers.com/why-join/
Service Desk Analyst in Manchester employer: Betfred Technology Limited
Contact Detail:
Betfred Technology Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Manchester
✨Tip Number 1
Get to know the company inside out! Research Betfred's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their innovative team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to IT support and service delivery. Think about how your experience aligns with the role and be ready to share specific examples that highlight your problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to Betfred's exciting journey.
We think you need these skills to ace Service Desk Analyst in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your IT support experience and any relevant certifications like ITIL 4. We want to see how your skills align with our mission to innovate in the betting and gaming industry.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about joining us at Betfred and how you can contribute to our tech-driven goals. Keep it concise but impactful, showing off your personality and passion for the role.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate effective problem-solving skills, especially in a fast-paced environment like ours.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Betfred Technology Limited
✨Know Your ITIL Basics
Make sure you brush up on your ITIL principles, especially around Incident, Request, and Change Management. Being able to discuss how you've applied these in past roles will show you're not just familiar with the theory but can also put it into practice.
✨Familiarise Yourself with the Tools
Get comfortable with ITSM tools like SolarWinds and Microsoft Office 365 Admin before the interview. If you can demonstrate your experience with these tools and how you've used them to resolve incidents, you'll stand out as a strong candidate.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled tricky incidents in the past. Think about specific situations where you triaged issues or improved service delivery. This will highlight your analytical skills and proactive approach to problem-solving.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing technical topics. Remember, effective communication is key in a Service Desk role, so being able to explain complex issues in simple terms will impress your interviewers.