Service Desk Support Specialist
4 weeks ago
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 DescriptionWe 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
- 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
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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