Service Desk Analyst
Betway is looking for a Service Desk Analyst to join their team and support their rapidly growing global customer base. This role offers an opportunity to work with the latest technology and innovation within the online gaming industry.
The successful candidate will act as the first point of contact for IT support, ensuring that technical issues are resolved efficiently while maintaining high standards of service. The role involves managing the lifecycle of incidents and requests while adhering to established ITIL best practices.
- 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.
Betway Group is an online gambling operator founded in 2006 and part of Super Group, which is listed on the New York Stock Exchange under the ticker SGHC. It provides entertainment across sports betting, casino and esports betting, built on proprietary and latest-generation technologies. The company offers interactive gaming experiences spanning pre-game and live sports betting, esports and casino in a regulated, responsible environment. Betway is headquartered in Gzira, Malta, and operates across multiple international markets.