Service Desk Analyst

Job Details 

Hours: Full Time 

Location: Fully remote. This opportunity is open to you if you can legally work remotely from one of our home countries in the Philippines. 

Contract: Permanent 

At Play’n GO we enjoy a flexible freedom to shape our own days. Everyone we hire is unique and every role we fill has certain performance expectations. The day-to-day challenges of work and life will be unique to you but our commitment to helping you find a balance will never vary.  

From the GO 

At Play’n GO our purpose is to entertain. Our pleasure is in working with people ready to make a difference that lasts. We are pioneers. We were the first entertainment supplier to recognise the potential of gaming on the GO and create the innovative mobile games which supercharged our industry and inspired our name. Today, Play’n GO is the leading gaming entertainment supplier to casinos in regulated markets the world over. And we are still growing.  

With growth comes opportunity. This could be yours. Are you ready to help us face challenges and find solutions that get us both to the next level of excellence?  

Whatthe role entails:

Some of the key responsibilities of our Service Desk Analyst will be: 

• Serve as the initial point of contact for end-users seeking technical assistance or reporting IT issues.
• Receive, log, prioritize, and resolve incidents from end-users.
• Process service requests from end-users, such as software installations, account creations, password resets and troubleshooting.
• Provide remote assistance to end-users using remote desktop tools, chat support, or other remote support technologies.
• Document incident details, troubleshooting steps, and resolution actions in the service management tool or knowledge base.
• Ensure timely and accurate communication with higher-level support teams to facilitate incident resolution and service restoration.
• Adhere to SLA targets for incident response, resolution, and service request fulfillment.
• Demonstrate excellent customer service skills, empathy, and professionalism in all interactions with end-users.
• Adhere to IT policies, procedures, and security protocols to protect sensitive information and IT assets.
• Maintain awareness of cybersecurity threats and trends. and report any security incidents or breaches promptly.

What we ask of you:

• 1+ year of proven experience in a desktop support or technical support role.
• Proficient in troubleshooting Windows and/or macOS environments.
• Experience with M365 environment and user account management
• Ability to diagnose and resolve issues related to software applications and system configurations.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Strong problem-solving abilities and attention to detail.
• Ability to collaborate effectively with other IT teams and departments.
• Exceptional customer service skills, with a focus on providing a positive support experience.
• Effective time management and organizational skills to prioritize and manage multiple tasks simultaneously.
• Fluent in spoken and written in English

Preferences:

• Relevant industry certifications such as Microsoft, CompTIA and ITIL are highly desirable.
  

What’s in it for you?  

If you feel great, you’ll do great. Our employees know that their package of benefits, activities, and initiatives are some of the most generous in the industry. From challenges to chill outs, the fun we share at play helps inspire excellence from the go.  

Apply now to find out more. It’s your best move. This opportunity will remain open until we meet the right candidate.  

GO for it. 

We believe the way forward relies on well-regulated gaming and player safety. Our commitment to this sets the standard for our industry. 

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