The Service Desk Analyst is responsible for providing local IT Support to our BOYLE Sports Retail Estate, Corporate & Digital, Remote Support and other business units when required. The holder of this role will ensure end‑to‑end support services are delivered to high quality.
Responsibilities
Provide first line support for all hardware, software and network issue
Monitor production systems and provide accurate and professional communication to the business during system outage
Troubleshoot problems to determine severity, priority and follow through to resolution
Create and maintain knowledge base and problem resolution documentation as required
Contribute to IT systems in relation to new building fit outs or changes/move
Responsible for working with third‑party service providers to ensure end‑to‑end support is maintained as required
Escalate IT issues to the Development, Network or Systems teams where necessary
Support queries on websites and main betting platform application
Responsible for support of peripheral devices such as printers, biometrics etc
Responsible for support of on‑site and remote users across multiple locations
Responsible for EPOS/Screens support across Retail estate of over 350 sites across the UK and Ireland
Responsible for completing new starter and leaver requests within SL
Ensure that all calls are recorded onto the Service Desk system; allocated to the appropriate resource to fix and keep users informed of progress towards resolution
Responsible for ensuring that all Service Desk calls are answered within the agreed SLAs and are escalated to relevant teams where appropriate
Providing support of in‑house VOIP phones for HQ and Call Center
Role requires working 5 out of 7 days per week on a shift basis as per rota
Providing on‑call services out of hours 24/7, 365 days a year on a rota basis
Experience
Experience working in an IT Service Desk Support role, for 1st line support. Working with Manage Engine is a bonus.
Experience working in fast‑paced, technology‑led environment.
Proven ability to act on initiative with minimal management, and on multiple tasks concurrently.
Experience of end user support in an environment dependent on cloud technology, e.g. Google e.
Excellent knowledge of Office 365 applications.
Experience working Active Directory, Citrix, Avaya phone system.
Knowledge of SCCM and software distribution tools desirable, basic networking including troubleshooting DNS / DHCP issues.
Knowledge of network patching and cabling systems, network hardware Cisco routers, switches etc is desirable.
Knowledge of office telephony systems desirable.
Thorough & detailed understanding of Microsoft Windows, standard range of desktop applications and Active Directory, including Group Policy.
Betting industry experience would be beneficial.
Software used in BOYLE Sports .NET and Oracle Technology stack.
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