2nd Line Service Desk Analyst

We are – the Rank Group.

From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver.

This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth.

Look at our careers site to find out more: https://careers.rank.com/

• 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 3rd 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 1st line service desk with phones when they are busy with priority incidents.
• Provide technical guidance and assistance to the 1st 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. #LI-VM1 #LI-Onsite

• Microsoft Windows 10 + 11
• 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

Wellbeing@Rank is important... From hybrid working 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.    

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.