Service Desk Analyst

Location: Dundalk HQ, On-site

Reports to: Service Desk Manager

Team/Function: Technology

Your Role

The Service Desk Analyst is responsible for providing local IT Support to our BOYLE Sports Retail Estate, Corporate & Digital, Remote Support and other business units when required. The holder of this role will ensure end to end support services is delivered to high quality.

Responsibilities

• Provide first line support for all hardware, software and network issues.
• Monitor production systems and provide accurate and professional communication to the business during system outages.
• Troubleshoot problems to determine severity, priority and follow through to resolution.
• Create and maintain knowledge base and problem resolution documentation as required.
• Contribute to IT systems in relation to new building fit outs or changes/moves.
• Responsible for working with third party service providers to ensure end to end support is maintained as required.
• Escalate IT issues to the Development, Network or Systems teams where necessary
• Support queries on websites and main betting platform applications
• Responsible for support of peripheral devices such as printers, biometrics etc.
• Responsible for support of on-site and remote users across multiple locations.
• Responsible for EPOS/Screens support across Retail estate of over 350 sites across the UK and Ireland.
• Responsible for completing new starter and leaver requests within SLA.
• Ensure that all calls are recorded onto the Service Desk system; allocated to the appropriate resource to fix and keep users informed of progress towards resolution.
• Responsible for ensuring that all Service Desk calls are answered within the agreed SLAs and are escalated to relevant teams where appropriate.
• Providing support of in-house VOIP phones for HQ and Call Centre
• Role requires working 5 out of 7 days per week on a shift basis as per Rota.
• Providing on-call services out of hours 24/7, 365 days a year on a Rota basis.

• Experience working in an IT Service Desk Support role, for 1st line support. Working with Manage Engine is a bonus.
• Experience working in fast-paced, technology led environment
• Proven ability to act on initiative with minimal management, and on multiple tasks concurrently
• Experience of end user support in an environment dependent on cloud technology, e.g. Google etc.
• Excellent knowledge of Office 365 applications
• Experience working Active Directory, Citrix, Avaya phone systems.
• Knowledge of SCCM and software distribution tools desirable, basic networking including troubleshooting DNS / DHCP issues
• Knowledge of network patching and cabling systems, network hardware Cisco routers, switches etc is desirable.
• Knowledge of office telephony systems desirable
• Thorough & detailed understanding of Microsoft Windows, Standard range of desktop applications and Active Directory, including Group Policy
• Betting industry experience would beneficial.
• Software used in BOYLE Sports .NET and Oracle Technology Stack

BOYLE Sports is an international sports betting and gaming company, with an extensive online business and retail portfolio. Founded by John Boyle in 1982, the Irish family-owned firm has grown to become Ireland’s largest and most successful independently-owned bookmaker and has over 390 shops across Ireland and the UK. Its Head Office is located on the outskirts of Dundalk in the Republic of Ireland and the company currently employs over 2,700 employees across Ireland, the UK and Gibraltar. BOYLE Sports offers a world class betting and gaming experience with a ‘Customer First’ approach, committed to bringing customers closer to the action. Its mission is boosted by a rich sponsorship portfolio – the company is a proud principal sponsor of West Ham United Football Club and it stays at the heart of the action all year round by backing some of sport’s most prestigious events, including the Irish Grand National, the Irish Greyhound Derby and the World Grand Prix of Darts.