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- Tasks: Provide first-line IT support and resolve user issues via phone, email, and chat.
- Company: Join Betway, a leading digital gaming company with a global presence and innovative culture.
- Benefits: Enjoy comprehensive learning programmes, health care, dental, life assurance, and retail discounts.
- Why this job: Be part of a dynamic team where your skills can flourish and make a real impact.
- Qualifications: Strong communication skills, IT support experience, and ability to manage multiple projects.
- Other info: Diversity is key; we celebrate unique backgrounds and perspectives in our inclusive environment.
The predicted salary is between 24000 - 42000 ÂŁ per year.
On average it takes 5 minutes to apply for this role.
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
Do you see yourself as one of those “out-of-the-box thinkers”, “Technical masterminds”, “Outstanding creatives”, or “Mind-boggling number crunchers”? If so, we want to welcome you to the Betway family and celebrate what makes you unique!
Our global customer base is exploding and we need your skills to support us on this exciting journey! Don’t look back and submit your application before the opportunity passes you by..
Job title: Service Desk Analyst
Department: IT
Reporting to: Service Desk Manager
Who we are
We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.
At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain are constantly expanding and evolving.
Who we’re looking for
We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.
Why we need you
We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
As a Service Desk Analyst you’ll be supporting the delivery of exceptional IT support services within the corporate covering Incident Management, User support and System Maintenance. This will help us excel at ensuring seamless operations and enhancing user satisfaction to stay ahead of the game.
What you’ll be doing
As part of your role, your responsibilities will include:
- Providing first-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
- Providing excellent customer service
- 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
The necessary skills that we require for this role include:
- Strong verbal and written communication skills, 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
- Familiarity with tools like Jira, Microsoft 365 and Microsoft azure AD
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
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.
These competencies are:
- Adaptability
- Ownership and accountability
- Initiating action
- Resilience
- Team orientation
- Integrity
- Innovation
What you’ll get back
We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:
- We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
- Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
- Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
- Vitality Health Care
- Unum Dental
- Life Assurance & Income Protection
- Tusker car scheme
- Cycle to Work
- Retail discounts
Be part of that Superclass feeling.
At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.
It’s all about putting your experience first and ensuring honesty and fairness in all we do.
Here, your growth is supported and your contributions valued.
Game on!
Should you not hear from us within 2 weeks, please assume your application has not been successful.
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Service Desk Analyst employer: Betway Group
Contact Detail:
Betway Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on incident and problem management. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to delivering exceptional IT support.
✨Tip Number 2
Brush up on your communication skills! Since you'll be interacting with users to resolve their issues, being able to convey complex ideas clearly is crucial. Practising how to explain technical concepts in simple terms can set you apart from other candidates.
✨Tip Number 3
Showcase your adaptability by preparing examples of how you've successfully managed multiple tasks in fast-paced environments. This will highlight your ability to thrive under pressure, which is essential for a Service Desk Analyst.
✨Tip Number 4
If you have experience with tools like Jira or Microsoft 365, make sure to mention it during your discussions. Familiarity with these platforms is a plus and can give you an edge in demonstrating your readiness for the role.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Focus on your IT support experience, communication skills, and any familiarity with tools like Jira and Microsoft 365.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the online gaming industry and your unique skills. Mention specific examples of how you've successfully resolved user issues or improved IT processes in previous roles.
Highlight Relevant Skills: In your application, emphasise your ability to manage multiple tasks, adapt to changing environments, and provide excellent customer service. These are key traits that Betway values in their team members.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Service Desk Analyst.
How to prepare for a job interview at Betway Group
✨Showcase Your Communication Skills
As a Service Desk Analyst, strong verbal and written communication skills are crucial. Be prepared to demonstrate how you can convey complex ideas clearly and effectively during the interview. Use examples from your past experiences where you successfully resolved user issues.
✨Familiarise Yourself with ITIL Best Practices
Understanding ITIL best practices for incident and problem management is essential for this role. Brush up on these concepts before your interview and be ready to discuss how you've applied them in previous positions or how you would approach them in this role.
✨Highlight Your Technical Proficiency
Make sure to mention your experience with tools like Jira, Microsoft 365, and Microsoft Azure AD. Be specific about your technical skills and any troubleshooting experiences you've had, as this will show your capability to handle the responsibilities of the role.
✨Demonstrate Adaptability and Team Orientation
Betway values adaptability and teamwork. Prepare examples that showcase your ability to adapt to changing environments and work collaboratively in cross-functional teams. This will help illustrate that you align with their core values and can thrive in their dynamic setting.
