Service desk analyst

About us Sharp Gaming is on an exciting journey, and we need to add to our dynamic team of people so that we can continue to dominate the industry, delivering a seamless gaming experience that is a cut above the rest. We are part of the Betfred family which means that we have the investment to innovate, drive advanced, creative technologies forward and to build unrivalled gaming experiences, but we also keep our freedom and independence. As a team we work fast, aim high, are focused and ambitious. So, if you want to be part of something quite unique and drive the future of gaming, then it’s to time to join Sharp Gaming! Job Purpose This role is key to the smooth running of day-to-day operations within the Service Delivery team. You will primarily be responsible for the handling of incidents and service requests coming into the IT Service Desk via telephone, email or portal as well as liaising with business departments and third parties where necessary. Please note: this role covers a 24/7 Service Desk function so a flexible approach to working hours is necessary (shifts are 4 days over 7 to cover day and throughout the night). Job Duties You will be responsible for: Maintaining the Service Desk mailbox to ensure all received emails are processed and dealt with in a timely manner, in line with our Incident Management Process. Logging all service requests made via telephone or email on our call management tool, Samanage; ensuring all required information is gathered. Ensuring open tickets are updated when relevant information is provided. Ensuring all incidents raised are allocated and prioritised appropriately to the relevant teams. Handling priority incidents, making sure initial triage is completed before escalating as outlined in our Incident Management Process. Updating customers on progress of incidents when requested. Equipment procurement (quotation production, ordering and allocation). Asset Management Fulfilment of User Access requests in line with Betfred Access Management Process Ad-hoc admin duties where required (including reporting, information requests, etc). Knowledge, Skills and Experience: Experience of working in a fast-paced customer service environment. Have the ability to recognise and react to high priority issues following an Incident Management Process. An understanding and experience with Microsoft Office 365. Excellent communication skills, both written and verbal. Have the ability to multi-task, prioritise and be able to work on your own initiative. Excellent customer service skills with working experience are essential. Ability to learn and understand new skills and processes and apply them in day-to-day activities. What is in it for me? £23,000 - £26,000 per annum, depending on experience Be Rewarded: Earn Extra Rewards: Unlock bonuses and incentives to enhance your income. Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future. Family Support: Access enhanced Maternity Paternity Pay to help you prepare for new additions to your family. Refer and Earn: Cash-in on our Refer a Friend programme – we re always looking for exceptional individuals like you! Peace of Mind: Benefit from a death in service benefit, though we hope you ll never need it. Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences. Get Recognised: Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers. Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers. Life s Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day. Feel Valued: Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule. Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources. Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills. Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme. Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach. Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more. Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App. Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.