About us: We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10-year licence) to operate the National Lottery starting February 2024. We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes. While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes. Purpose of Role: To provide front-line access to Technology services and support for Allwyn UK users, logging incidents, service requests and access requests Keeping users informed on the progress of their tickets; in line with the processes, standards and service levels defined by the Technology team. Play a vital role in delivering a high-quality end-to-end service to users by ensuring the correct information is collated, escalations are triggered at the right time to the right resolver groups, and tickets are monitored through to completion. Technology Department Description: Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and with unquestionable integrity in a heavily regulated industry Service Delivery Team Description: Delivering the key support process functions of Service Desk, Incident, Problem, Change, Release, Configuration Management and Desktop Support Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year Ensuring end-to-end service levels to internal business users and 3rd parties are maintained to the highest standards. Key Accountabilities or Duties: Microsoft 365, Entra ID & Privileged Identity Management (PIM) administration including users, groups, roles and identity governance. Provisioning applications, accounts and permissions for SaaS applications. Intune support and deployment including Autopilot and Windows 365 configuration. Assisting customers with Access requests, issues & general queries Troubleshooting end-user issues with the Microsoft 365 suite of desktop applications, SSO configurations, mail delivery issues. Logging and progressing tickets using the ITSM tool. Performing triage and capturing high-quality information Work closely with the Incident and Problem Management team to escalate major incidents and recurrent incidents. Delivering technical changes under change control Document knowledge articles to help drive efficiency and effectiveness, allowing the Service Desk to resolve more requests at first contact. Microsoft Teams and meeting room support Skills & Experience: Experience within a technical support role achieving KPI targets Exchange Online knowledge and understanding (including mailboxes, distribution lists, Microsoft 365 groups & Mail Rules) Experience configuring Single Sign-On (SSO) on Entra ID Excellent customer service and communication skills Microsoft Endpoint Manager knowledge designing and configuring compliance policies. Packaging applications for end user devices. Strong attention to detail and a willingness to learn new technical skills Continuous improvement mindset. Familiarity with ITIL and its service principles. Here is a list of our Benefits: 26 days paid leave (plus bank holidays) Annual bonus scheme 2 x Life Days 4 x Salary of Life Insurance Pension: we’ll match your contribution up to 8.5% Single Private Health Cover £500 Wellness Allowance Income Protection Enhanced parental leave (maternity and paternity) Eye Care, Dental and Cycle To Work schemes Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.