Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain are constantly expanding and evolving.

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As a Service Desk Analyst you’ll be supporting the delivery of exceptional IT support services within the corporate covering Incident Management, User support and System Maintenance. This will help us excel at ensuring seamless operations and enhancing user satisfaction to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

Providing first-line IT Support
Responding to and resolving user issues via phone, email and chat
Logging incidents and service requests in the service management tool
Managing incident and request lifecycle
Prioritizing and categorizing incidents based on impact and urgency
Escalating complex issues to higher-level support teams as needed
Maintaining IT systems and infrastructure
Performing routine system checks and maintenance of tasks
Assisting with software installations and updates
Ensuring compliance with IT policies and procedures
Adhering to ITIL best practices for incident and problem management
Documenting solutions and creating knowledge base articles
Providing excellent customer service
Communicating effectively with users to understand their needs
Following up with users to ensure satisfaction with the resolution

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
Exceptional attention to detail, ensuring high standards of quality in all outputs
Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
Proficiency in IT support and troubleshooting including hardware and software issues
Familiarity with tools like Jira, Microsoft 365 and Microsoft azure AD

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
Experience in developing and executing customer retention strategies
Excellent Communication skills for effective user support and incident resolution
Ability to manage and prioritize multiple tasks in a fast paced environment

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

Adaptability
Ownership and accountability
Initiating action
Resilience
Team orientation
Integrity
Innovation

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:

We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
Vitality Health Care
Unum Dental
Life Assurance & Income Protection
Tusker car scheme
Cycle to Work
Retail discounts

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on!

Service Desk Analyst

Job Description