Service Desk Support Specialist

4 weeks ago


Overland Park, Kansas, United States The Rank Group plc Full time
About The Rank Group

We are a leading gaming and entertainment company, operating in the UK and internationally. Our brands, including Mecca Bingo and Grosvenor Casinos, offer a range of exciting experiences for players.

Job Description

We are seeking a skilled Service Desk Analyst to join our team in Mauritius. As a key member of our IT service desk, you will be responsible for delivering top-notch technical and customer support to our global offices and retail environments.

Main Responsibilities
  • Provide high-quality 1st line support to customers via phone, email, and portal
  • Log and prioritize incidents, ensuring timely responses and resolutions
  • Resolve issues at first call using standard operating procedures and knowledge base
  • Troubleshoot and resolve basic technical issues
  • Ensure accurate recording of actions and diagnostics in the Service Management Tool
  • Provide regular updates to customers and ensure progression in line with Service Level Targets
  • Understand internal and external escalation points
  • Set up new starters and remove access through proper processes when a user leaves the business
  • Provide excellent customer service to the business
Requirements
  • Experience working on an IT Service Desk supporting mid-sized user bases
  • General knowledge of desktop computing
  • Active Directory and User Account Management
  • Basic Network switch, patch panel, and troubleshooting skills
  • Multi-Function Device (MFD) printer/scanner support and troubleshooting
  • Ability to troubleshoot technical support issues
  • Excellent customer service communication skills
  • Strong incident analysis and prioritisation
  • Familiar with ITSM ticketing platforms
What We Offer

We offer a range of benefits, including hybrid working, colleague support networks, menopause support, and development opportunities. Join us to unlock your career potential and work in a vibrant, inclusive, and fulfilling work environment.

We are committed to being an inclusive employer, ensuring fair and equal access to our services. If you require a reasonable adjustment, please let us know ahead of your interview.



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