- 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).
- Experience of working in a fast-paced customer service environment.
- 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.
- 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.
- £24,000 - £26,000 per annum, depending on experience
- 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.
- 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.
- 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.
- 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.
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Service Desk Analyst - Manchester, United Kingdom - Betfred
Description
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 to time to join us.
Job Purpose
This role is key to the smooth running of day-to-day operations within the Service Delivery team.
You will work on a 4 day from 7 basis and 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.
The shift patterns you would be expected to work are 08:00 -18:00, 12:30 - 22:30 and 22:30 - 08:00.
Job Duties
Knowledge, Skills and Experience
What is in it for me?
Be Rewarded:
Get Recognised:
Feel Valued:
