Service Desk Analyst

**This is a hybrid role which requires on-site attendance in Barcelona**

Who we’re looking for

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As a Service Desk Analyst you’ll be supporting the delivery of exceptional IT support services within the corporate covering Incident Management, User support and System Maintenance. This will help us excel at ensuring seamless operations and enhancing user satisfaction to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

• Providing first-line and 2nd line IT Support
• Responding to and resolving user issues via phone, email and chat
• Logging incidents and service requests in the service management tool
• Managing incident and request lifecycle
• Prioritizing and categorizing incidents based on impact and urgency
• Escalating complex issues to higher-level support teams as needed
• Maintaining IT systems and infrastructure
• Performing routine system checks and maintenance of tasks
• Assisting with software installations and updates
• Ensuring compliance with IT policies and procedures
• Adhering to ITIL best practices for incident and problem management
• Documenting solutions and creating knowledge base articles
• Providing excellent customer service
• Communicating effectively with users to understand their needs
• Following up with users to ensure satisfaction with the resolution
• Responding to and resolving user issues via phone, email and chat
• Logging incidents and service requests in the service management tool
• Prioritizing and categorizing incidents based on impact and urgency
• Escalating complex issues to higher-level support teams as needed
• Performing routine system checks and maintenance of tasks
• Assisting with software installations and updates
• Adhering to ITIL best practices for incident and problem management
• Documenting solutions and creating knowledge base articles
• Communicating effectively with users to understand their needs
• Following up with users to ensure satisfaction with the resolution

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills in both English and Spanish, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Proficiency in IT support and troubleshooting including hardware and software issues
• Foundational understanding of networks / networking
• Experience with Microsoft InTune

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Excellent communication skills for effective user support and incident resolution
• Ability to manage and prioritize multiple tasks in a fast-paced environment
• Familiarity with tools like Jira, Microsoft 365 and Microsoft Azure AD

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These Competencies Are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation