Service Desk Analyst

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 stakeholders by 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 queue’s
• 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, Mac’s 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 Britain’s 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 revitalising the Tote.

We are a team of over 170 people with our HQ based in Wigan, Greater Manchester (WN3 5AZ). Due to the nature of the role it will be a full time office based role and shifts will include some evenings and weekends. We would also consider candidates looking for part time work, hours would be 18 hours per week covering weekends and afternoons/evenings. These hours would be ideal for students looking to gain some industry experience alongside their studies or someone looking for additional hours alongside another part time role. 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.

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 but not essential.

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

If this sounds like the role for you, we’d love to hear from you. If you'd like to find out more about Team Tote head to our careers page - https://app.jobholler.com/team-tote

Job Type: Full-time

Salary: From £25,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Gym membership
• Life insurance
• Referral programme

Schedule:

• Day shift
• Weekend availability

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Wigan: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Please let us know your salary expectations.

Work authorisation:

• United Kingdom (preferred)

Work Location: In person