Service Desk Analyst

Betway, a leading brand under Super Group (NYSE: SGHC), is a global provider of sports betting, casino, and esports entertainment. Since its founding in 2006, Betway has operated at the forefront of the iGaming industry, leveraging cutting-edge technology to deliver immersive and responsible gaming experiences. With offices in Malta, Guernsey, Spain, and London, Betway continues to grow through innovation, collaboration, and a team-oriented culture. The company empowers its people with the tools and environment to create best-in-class digital products that keep players engaged and entertained.

Role Overview

Betway is currently hiring a Service Desk Analyst to support the delivery of top-tier IT services across its corporate environments. Based in North London (hybrid), this role is central to incident management, system maintenance, and user support-ensuring seamless operations and a high level of satisfaction across the organization.

What You'll Do:

• Provide first-line IT support to end-users via phone, email, and chat
• Log and manage incidents and service requests through the IT service management tool
• Prioritize and categorize issues based on impact and urgency
• Escalate unresolved technical problems to higher-level support teams
• Perform routine system checks and basic maintenance tasks
• Assist with software installations, updates, and general IT operations
• Ensure compliance with company-wide IT policies and procedures
• Follow ITIL best practices for incident, request, and problem management
• Document solutions and contribute to the internal knowledge base
• Deliver excellent customer service and follow up to confirm issue resolution

Qualification / Requirements

• Excellent verbal and written communication skills
• Strong IT troubleshooting knowledge, both hardware and software
• Familiarity with Microsoft 365, Jira, and Azure Active Directory
• Attention to detail and ability to manage multiple priorities
• Experience working within cross-functional teams
• High adaptability to dynamic and fast-paced environments
• Previous experience in the iGaming or casino industry
• Understanding of sports betting mechanics and industry compliance
• Experience handling user support in regulated environments
• Ability to multitask and remain organized under pressure
• Strong customer service orientation and problem-solving skills