The Service Desk Analyst will provide first-line and second-line IT support, ensuring exceptional IT service delivery across incident management, user support, and system maintenance. This role is critical in maintaining seamless operations and enhancing user satisfaction within Osiris Trading, part of Super Group.
What You'll Do
- 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
What We're Looking For
- 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
Nice to Have
- 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
Technical Stack
- Microsoft InTune
- Jira
- Microsoft 365
- Microsoft Azure AD
Team & Environment
- Adaptability
- Ownership and accountability
- Initiating action
- Resilience
- Team orientation
- Integrity
- Innovation
Benefits & Compensation
- Kick-start your career in the online gaming world and experience the very latest in technology and innovation
- The perfect place to work, play and grow!
Work Mode
This is a hybrid role which requires on-site attendance in Barcelona.
This position requires trust and honesty as it has access to customers' financial details; therefore, a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
