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Service Desk Analyst

UK Tote Group
Job LocationWigan
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Due to growth our service desk team is expanding, and we are looking for enthusiastic and reliable people to join the team. As a service desk analyst at the Tote, you will be the first point of call for all queries, providing support to internal stakeholdersby troubleshooting, diagnosing and administrating access and software.You will also deliver outstanding assistance to our external customers by effectively handling incidents via email, telephone, and self-service channels. Reporting to the Service Desk Manager the role is pivotal for the UK Tote Group to build a secure, reliant,and efficient IT environment which delivers exceptional customer service.What you will be doing:

  • Ensure service desk tickets are correctly logged, triaged, and investigated through to resolution aiming to provide a first-time fix where possible
  • Provide excellent customer service and clear communication through phone calls, emails, face-to-face interactions and through our ITSM tool SolarWinds
  • Pro-actively update, chase, and effectively escalate tickets to clear designated queues
  • Provide 1st line technical support for customer issues (B2C, B2B and B2B2C)
  • Process new starters, leavers, and role changes
  • Build and configure IT hardware such as Windows Laptops, Macs and mobile devices
  • Carry out daily and weekly checks of systems and software
  • Regularly share knowledge of common issues and work collaboratively with the technical support team on how to resolve the issues
Who we are:We are proud stewards of the Tote, Great Britains pool betting operator since 1928. Backed by people from across British horse racing, UK Tote Group is led by a dedicated group of racehorse owners and breeders and racing fans who are passionate about revitalisingthe Tote.Using best-in-class technology, digital innovation, and customer engagement, we are developing the UK Tote into a modern British success story: a world-leading pools platform, reaching new audiences with innovative products.We are a team of over 170 people with our HQ based in Wigan, Greater Manchester (WN3 5AZ). We are looking for people to join the team in full and part time roles. Full time roles will be 37.5 hours per week and include varied shifts between 8am and 6pm andpart-time roles will mainly be weekend shifts and the opportunity for additional hours during the week could be available subject to business needs if you are available. For anyone who joins the team a full induction and training plan will be provided.About you:We are looking for applicants who have excellent technical, troubleshooting, and problem-solving skills with a strong interested in computer software/hardware.You will be able to demonstrate excellent time managements skills with the ability to prioritise and multi-task. You will also have strong written and verbal communications skills with stakeholders at various levels.We are looking for candidates who have a flexible approach to working patterns and are available to cover evenings and weekends. We are open to considering full time and part times roles.Any knowledge in understanding of Incident, Request, Change and Problem management or knowledge of operating systems, software applications and remote connection systems would be advantageous.What we offer:At UK Tote Group we are proud to offer our employees more than just a job, our employees are very important to us and we like to recognise all the hard work they do with our rewards and benefits packages in addition to your basic salary. Our benefits include:
  • Bonus scheme
  • Company Shares Option Plan
  • Contributary pension scheme
  • Life insurance (4 x basic salary)
  • Simply Health Cash Plan
  • Holiday entitlement (33 days inclusive of bank holidays)
  • Study Support and opportunity for progression and development
  • Confidential 24/7 365 employee assistance helpline
  • Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
  • Regular social events, charity events and volunteering opportunities

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