We are now looking for a enthusiastic and reliable individual who is looking to start their career in IT to join our Service Desk Team.

As a Service Desk Analyst at the Tote, you will be the first point of call for all queries, providing support to internal stakeholders by troubleshooting, diagnosing and administrating access and software. You will also deliver outstanding assistance to our external customers by effectively handling incidents via email, telephone, and self-service channels. Reporting to the Service Desk Manager the role is pivotal for the UK Tote Group to build a secure, reliant, and efficient IT environment which delivers exceptional customer service.

What you will be doing:

• Ensure service desk tickets are correctly logged, triaged, and investigated through to resolution aiming to provide a first-time fix where possible
• Provide excellent customer service and clear communication through phone calls, emails, face-to-face interactions and through our ITSM tool SolarWinds
• Pro-actively update, chase, and effectively escalate tickets to clear designated queue’s
• Provide 1st line technical support for customer issues (B2C, B2B and B2B2C)
• Process new starters, leavers, and role changes
• Build and configure IT hardware such as Windows Laptops, Mac’s and mobile devices
• Carry out daily and weekly checks of systems and software
• Regularly share knowledge of common issues and work collaboratively with the technical support team on how to resolve the issues

Who we are:

We are proud stewards of the Tote, Great Britain’s pool betting operator since 1928. Backed by people from across British horse racing, UK Tote Group is led by a dedicated group of racehorse owners and breeders and racing fans who are passionate about revitalising the Tote.

We are a team of over 200 people with our HQ based in Wigan, Greater Manchester (WN3 5AZ). Due to the nature of the role it will be a full time office based role and shifts will include some evenings and weekends working between 8am and 8pm on a rota basis. For anyone who joins the team a full induction and training plan will be provided.

About you:

We are looking for applicants who have experience in a similar role that can demonstrate knowledge of IT tools and concepts. Or looking to start their career in IT and demonstrate excellent troubleshooting, and problem-solving skills with a strong interest in computer software/hardware.

You will also be able to demonstrate excellent time managements skills with the ability to prioritise and multi-task and have strong written and verbal communications skills with stakeholders at various levels.

What we offer:

At UK Tote Group we are proud to offer our employees more than just a job, our employees are very important to us and we like to recognise all the hard work they do with our rewards and benefits packages in addition to your basic salary. Our benefits include:

• Bonus scheme
• Company Shares Option Plan
• Contributary pension scheme
• Life insurance (4 x basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities