Flexible benefits of your choice
Learning and development opportunities
25 days annual leave
Customized wellbeing programs
Extended health and travel insurances
Top trending technologies
We are looking for a Service Desk Analyst, who will be a part of a team managing the full lifecycle of major IT Incidents. You will be responsible for the ownership, execution, and continuous improvement of our Incident Management processes and work as part of the wider Service Management (ITSM) function, tasked with delivering value across the lifecycle of IT Services, from creation to management and upkeep.
Reporting to the Team Lead – Incident Management, as part of your day to day activities you will work towards resolving incidents through collaboration and data analysis, ensuring all incident records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately through to completion, combined with proactive communication and stakeholder engagement.
Working directly with both technical and business units in a collaborative fashion, you will have a direct impact to the internal customer experience and will be the public interface for incident management, building strong relationships with stakeholders and constantly seeking customer feedback to ensure adequate service levels.
You will also be responsible for providing regular communications, ensuring adherence to OLAs and SLAs, providing service reports and key metrics, and collaborating with Problem Management to prevent the re-occurrence of incidents.
You will champion, provide guidance, support and train IT teams to ensure incidents are managed by following agreed processes and procedures, ensuring a collective focus on reducing both the impact and severity of incidents through triaging, investigation, identification and resolution/mitigation of incidents.
As part of the overall ITSM team, you will work together as a group to ensure incident management best practices are followed, and that as a unit ITSM functions work collaboratively with the goal of continuous improvement to service management.
You will have the opportunity to get involved in a huge breadth of dynamic projects and initiatives whilst also helping to build and grow a brand new ITSM function within the organization. We are looking for experienced and highly skilled candidates who will thrive in an exciting, friendly and vibrant workplace where you can realize your potential and do amazing work. Careers here mean the freedom and support you need to make an impact - pushing boundaries and creating solutions.
What you can expect:
Ways of working:
Flexible working is our way of working! We're a diverse workforce and therefore a 'one size fits all' approach isn't necessarily best. Whatever your personal needs may be, let's have a chat and see how we can accommodate them.
We thank all applicants for their interest, however only the suitable candidates will be contacted for an interview.
By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record.If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective Paddy Power Betfair role.