Service Desk Analyst

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good. We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy. While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey by creating a National Lottery that delivers more money to good causes. We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for… A bit about the role… To provide front-line access to Technology services and support for Allwyn UK users, logging incidents, service requests and access requests, performing ‘first-line’ contact resolutions Keeping users informed on the progress of their tickets; in compliance with the processes, standards and service levels defined by the Technology team. Play a vital role in delivering a high quality end-to-end service to users by ensuring the correct information is collated, escalations are triggered at the right time to the right resolver groups, and that tickets are monitored through to completion. Technology Department Description: Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and With unquestionable integrity in a heavily regulated industry Service Delivery Team Description: Delivering the key support process functions of Service Desk, Change/Release Management, Configuration Management and Networks Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year in a secure, reliable, resilient way Ensuring end-to-end service levels to our external customers and internal business users are maintained to the highest standards Delivering business changes in a controlled way, protecting our players and the business at all times whilst meeting our licence obligations What you’ll be doing… Accept tickets via email, telephone, system alerts, self-serve and walk-ups; performing triage and capturing high-quality information needed to manage all incidents and service requests throughout their lifecycle. Logging and progressing tickets using the ITSM tool. Ensuring that Service Desk customers are kept up to date and satisfied with the resolution. Create, amend and delete user accounts across all systems and applications, following strict access management procedures and with requisite approvals. Work closely with the Incident and Problem Managers to escalation major incidents and recurrent incidents. Document workarounds, FAQs and other knowledge-base articles to help drive efficiency and effectiveness; allowing the Service Desk to resolve more requests at first contact and minimise the number of tickets passed to support teams. Monitor the response and fix targets of tickets, escalating to the appropriate manager when applicable Perform file and network management tasks as requested. Log, monitor and communicate support tickets with 3rd parties, ensuring incidents are resolved within SLAs Work with other teams to identify “Runbook” tasks which the Service Desk can perform on a routine basis, including (but not limited to) Infrastructure, Desktop and Information Security. What experience we’re looking for… Demonstrable experience working in an IT support role, adhering to KPIs Knowledge of business systems and different Technology teams Excellent customer service and communication skills Able to troubleshoot a wide variety of issues and provide assistance to customers via workarounds where possible Strong attention to detail and a willingness to learn new technical skills Experience with internal/external audits is desirable Continuous improvement mindset. About us: We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Innovation - We pride ourselves on it We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all. Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online. If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at careers@allwyn.co.uk and we’ll be happy to help. Being the custodians of the National Lottery license is a big responsibility, so all of our roles are subject to extensive background checks An inclusive reward offering with wellbeing at the centre… At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers. Here’s a list of some of the fantastic benefits we offer… Company bonus scheme Matched pension contributions up to 8.5% 26 days annual leave + 2 Life Days (and bank holidays) Complimentary Private Medical Life Assurance Enhanced Maternity & Paternity leave £500 wellness allowance Access to nutritional advisor and personal trainers Discounted Health Assessments Complimentary Financial coaching Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed. A place of belonging… We want to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes. Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job. #J-18808-Ljbffr