Service Desk Analyst

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.

This role plays a pivotal part in ensuring the smooth operation of the Service Delivery team.

As a Service Desk Analyst, you will handle incidents and service requests, ensuring timely responses and resolutions. Leveraging ITIL-aligned practices and SFIA-defined competencies, you will provide exceptional support to end-users while contributing to the ongoing improvement of IT service delivery.

This is a full-time, 4-day-per-week position (4 out of 7 days) supporting a 24/7 Service Desk, requiring a flexible approach to working hours.

• Log, categorise, and prioritise incidents through the Solar winds Service Desk ITSM tool, ensuring alignment with ITIL processes.
• Carry out initial triage; troubleshoot and resolve incidents where possible or elevate to appropriate resolver groups.
• Manage and track incidents through to resolution, ensuring SLA compliance throughout.
• Ensure requests are fulfilled promptly and updates are communicated to users.
• Create and maintain knowledge base articles to improve service delivery.
• Use knowledge management tools to share resolutions and prevent recurrence of known issues.
• Identify trends in incidents and assist in root‑cause analysis investigations in line with Problem Management processes.
• Support the Major Incident Management group during high priority incidents via effective triage and troubleshooting whilst ensuring minimal service disruption.
• Act as the primary point of contact for incident and change notifications.
• Provide clear and professional updates to users, stakeholders, and management as required.
• Utilise tools and processes to log, track, and manage IT assets and configuration items.
• Cover a 24/7 365 rota as part of the service desk team working four from seven days a week in a structured pattern. Shifts are 08:00‑18:00, 12:30‑22:30 & 22:30‑08:00.

• Proven experience in an IT support environment, preferably in a 24/7 setting.
• ITIL 4 Foundation certification (or willingness to obtain).
• Knowledge of SFIA Levels 2‑3 in service operations, including incident management, customer service support and request fulfilment.
• Ability to learn and adapt to new systems, processes, and technologies.
• Experience with ITSM tools, Microsoft Office 365 Admin, and remote support tools.
• Effective communication and problem‑solving skills to enhance user satisfaction.
• Familiarity with ITIL principles, particularly Incident, Request, and Change Management.
• Strong analytical skills with the ability to prioritise and multitask.
• Demonstrate a proactive approach to security, privacy, and ethical considerations in IT.

• A competitive rate of pay and pension contribution (£26,800 - £31,500)
• Generous discretionary bonus schemes, incentives and competitions
• An annual leave entitlement that increases with length of service
• Access to an online GP 24/7, 365 days a year for you and your immediate family.
• Employee wellbeing support through our Employee Assistance Programme
• Enhanced Maternity & Paternity Pay
• Long Service Recognition
• Access to a pay day savings scheme, financial coach and up to 40% of your earned wage ahead of payday, through Wagestream.

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