Service Desk Analyst

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes:
Czech Republic, Austria, Greece, Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, large scale transformation journey by creating a National Lottery that delivers more money to good causes.

We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for…

• To provide front-line access to Technology services and support for Allwyn UK users, logging incidents, service requests and access requests, performing ‘first-line’ contact resolutions
• Keeping users informed on the progress of their tickets; in compliance with the processes, standards and service levels defined by the Technology team.
• Play a vital role in delivering a high quality end-to-end service to users by ensuring the correct information is collated, escalations are triggered at the right time to the right resolver groups, and that tickets are monitored through to completion.

• Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and With unquestionable integrity in a heavily regulated industry

• Delivering the key support process functions of Service Desk, Change/Release Management, Configuration Management and Networks
• Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year in a secure, reliable, resilient way
• Ensuring end-to-end service levels to our external customers and internal business users are maintained to the highest standards
• Delivering business changes in a controlled way, protecting our players and the business at all times whilst meeting our licence obligations

• Accept tickets via email, telephone, system alerts, self-serve and walk-ups; performing triage and capturing high-quality information needed to manage all incidents and service requests throughout their lifecycle.
• Logging and progressing tickets using the ITSM tool.
• Ensuring that Service Desk customers are kept up to date and satisfied with the resolution.
• Create, amend and delete user accounts across all systems and applications, following strict access management procedures and with requisite approvals.
• Work closely with the Incident and Problem Managers to escalation major incidents and recurrent incidents.
• Document workarounds, FAQs and other knowledge-base articles to help drive efficiency and effectiveness; allowing the Service Desk to resolve more requests at first contact and minimise the number of tickets passed to support teams.
• Monitor the response and fix targets of tickets, escalating to the appropriate manager when applicable
• Perform file and network management tasks as requested.
• Log, monitor and communicate support tickets with 3rd parties, ensuring incidents are resolved within SLAs
• Work with other teams to identify “Runbook” tasks which the Service Desk can perform on a routine basis, including (but not limited to) Infrastructure, Desktop and Information Security.

• Demonstrable experience working in an IT support role, adhering to KPIs
• Knowledge of business systems and different Technology teams
• Excellent customer service and communication skills
• Able to troubleshoot a wide variety of issues and provide assistance to customers via workarounds where possible
• Strong attention to detail and a willingness to learn new technical skills
• Experience with internal/external audits is desirable
• Continuous improvement mindset.

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries…