IT Operations - 2nd Line Service Desk Analyst

Just us at Rank Interactive

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

As part of the off-shore Service Desk team you will be based in our Mauritius Office. You will be providing excellent technical and customer support to corporate employees who work remotely and in the field in our global offices. You will also be providing remote support to colleagues who work in our Mecca Bingo and Grosvenor Casinos in the UK. As a warm transfer from the first line service desk, your job as a member of the second level IT service desk will be to resolve IT incidents. You will speak to our colleagues on the phone and via video every day, and you will establish solid, reliable connections by offering excellent second line IT support. An experienced second line engineer with prior experience working in a structured service desk environment would be a good fit for this post.

Main Accountabilities & Responsibilities:

• Be a credible representative of IT as the second point of contact to facilitate the provision of high-quality 2nd line support
• Interrogation of the Service Desk tickets throughout the day to meet the first contact resolution SLA.
• Ensuring that raised tickets are responded and resolved within SLA timescales.
• Diagnose and resolve hardware, software, and network issues, utilizing techniques to identify root causes and implement an appropriate solution
• Installation of standard business software onto PC's and laptops.
• Support of windows PC, smart mobiles devices including iOS and Android.
• Troubleshooting incidents for first fix resolution of 60%
• Escalation of incidents to the Retail Onsite Engineers as and when required.
• Act as SMEs on fields of expertise and collaborate with 3^rd line support and other technical teams to escalate and resolve complex technical issues, ensuring thorough documentation and knowledge sharing.
• Prioritizing the incidents and managing the workload to ensure timely resolution
• Document the troubleshooting steps and resolution in the ticketing system, adhering to best practices and quality standards.
• Assist 1^st line service desk with phones when they are busy with priority incidents.
• Provide technical guidance and assistance to the 1^st line support engineers, fostering a culture of continuous learning and development.
• Part of the 24/7 service desk rota and managing Major Incidents along with service desk
• Act as a backup for service desk in case of holiday and sickness
• Co-ordinate with partnerships and third-party vendors.

What’s needed for success – Experience & Qualifications:

• Proven experience with Microsoft Windows 10 + 11 
• Experiece with Microsoft Office 365, Active Directory & Group Policy
• Experience of troubleshooting Laptops, Desktops, and Printers
• Basic networking
• Knowledge of Virtualization (Hyper-V/VMware).
• Ability to troubleshoot technical support issues
• Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level
• Excellent customer Service communication skills (both verbal & written)
• Strong incident analysis and prioritisation

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

You’ll get a competitive salary combined with some great benefits.

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.

We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.

#Interactive