PbWho we’re looking for /b /ppWe’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. /ppbr/ppAs a bService Desk Analyst /b you’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. /ppbr/ppbWhat you’ll be doing /b /ppAs part of your role, your responsibilities will include: /pulliProviding first-line and 2nd line IT Support /liliResponding to and resolving user issues via phone, email and chat /liliLogging incidents and service requests in the service management tool /liliManaging incident and request lifecycle /liliPrioritizing and categorizing incidents based on impact and urgency /liliEscalating complex issues to higher-level support teams as needed /liliMaintaining IT systems and infrastructure /liliPerforming routine system checks and maintenance of tasks /liliAssisting with software installations and updates /liliEnsuring compliance with IT policies and procedures /liliAdhering to ITIL best practices for incident and problem management /liliDocumenting solutions and creating knowledge base articles /liliProviding excellent customer service /liliCommunicating effectively with users to understand their needs /liliFollowing up with users to ensure satisfaction with the resolution /li /ulpbr/ppThis 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. /p pbr/ppbEssential skills you’ll bring to the table /b /ppThe necessary skills that we require for this role include: /pulliStrong verbal and written communication skills in both English and Spanish, with the ability to convey complex ideas clearly and effectively /liliExperience working collaboratively in cross-functional teams, with a focus on achieving shared goals /liliExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope /liliExceptional attention to detail, ensuring high standards of quality in all outputs /liliAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations /liliProficiency in IT support and troubleshooting including hardware and software issues /liliFoundational understanding of networks / networking /liliExperience with Microsoft InTune /li /ulpbr/ppbDesirable skills you’ve got up your sleeve /b /ppIt would be great if you also have some of the following skills: /pulliIn-depth knowledge of sports betting markets, including odds calculation, betting types and market trends /liliPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations /liliFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards /liliExperience in developing and executing customer retention strategies /liliExcellent communication skills for effective user support and incident resolution /liliAbility to manage and prioritize multiple tasks in a fast-paced environment /liliFamiliarity with tools like Jira, Microsoft 365 and Microsoft Azure AD /li /ulpbr/ppbOur values are non-negotiables /b /ppOur 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. /ppThese competencies are: /pulliAdaptability /liliOwnership and accountability /liliInitiating action /liliResilience /liliTeam orientation /liliIntegrity /liliInnovation /li /ul