Service Desk Analyst – Digital Services – £35-42k – London
Overview:
We are currently partnered with a leading international digital business operating in the fast-paced world of online technology and services. With a strong presence across multiple European and global locations, the organisation is on a mission to redefine customer experiences through innovation, collaboration, and technical excellence. Their diverse and dynamic teams bring a shared passion for delivering high-quality services, and are constantly growing, evolving, and pushing boundaries.
Role & Responsibilities:
- Providing first-line IT support via phone, email, and chat
- Logging incidents and service requests in the ticketing system
- Managing the full lifecycle of incidents and service requests
- Prioritising based on urgency and impact
- Escalating complex issues to second/third-line support as needed
- Performing routine system maintenance and checks
- Assisting with software installations and updates
- Ensuring compliance with IT policies and best practices
- Documenting solutions and creating knowledge base articles
- Delivering exceptional customer service and clear communication
- Following up with users to ensure issue resolution and satisfaction
Skills & Experience:
Essentials:
- Strong written and verbal communication skills
- Ability to work collaboratively within cross-functional teams
- Experience managing multiple tasks or projects simultaneously
- Excellent attention to detail and time management
- Flexibility and adaptability in fast-changing environments
- Solid technical skills in IT support (hardware/software)
- Familiarity with Microsoft 365, Azure Active Directory, Jira (or similar tools)
Desirables:
- Knowledge of digital consumer platforms or entertainment/gaming sectors
- Understanding of relevant industry regulations and compliance standards
- Customer engagement or retention strategy experience
- Knowledge of betting or gaming market dynamics
Package:
- Salary up to £42,000 based on relevant experience
- Career development & learning resources
- Regular performance feedback and growth plans
- Employee Assistance Programme (for you and your family)
- Private health and dental insurance