Descripción de la oferta
Who we’re looking for
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 aService Desk Analystyou’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 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
Providing excellent customer service
Communicating effectively with users to understand their needs
Following 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
The necessary skills that we require for this role include:
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 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 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 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.
These competencies are:
Adaptability
Ownership and accountability
Initiating action
Resilience
Team orientation
Integrity
Innovation
