Are you currently studying for a career in IT and looking for part time work to fit around your studies or have you recently graduated and open to part time work to start your career within the IT industry? The Tote could have the perfect opportunity for you We are now looking for an enthusiastic and reliable individual with a passion for customer service to join our service desk team. As a Service Desk Analyst at the Tote, you will be the first point of call for all IT queries, providing support to internal and external stakeholders by troubleshooting, diagnosing and administrating access and software. Within this fast-paced role you will be expected to deliver outstanding assistance to all queries and requests, resolving where possible, collaborating with the service desk team and escalating when necessary to ensure a frictionless customer experience. Reporting into the Senior Service Desk Analyst and working within an established service desk function you will have the opportunity to develop your knowledge, skills and experience working with the latest technologies and within industry best practices. For this role we are looking for someone to join the team in a part time role (18 hours per week) primarily covering evenings and weekends. The role will be based onsite from our Wigan Office (WN3 5AZ). A day in the life of the role will look like… Providing first line technical support via phone, email or in-person ensuring an excellent customer service is delivered Ensuring all service desk tickets are correctly logged, triaged and investigated Escalating unresolved tickets to the appropriate IT support teams Processing new starters, leavers, and role changes Building and configuring IT hardware such as Windows Laptops, Mac’s and mobile devices Carrying out daily and weekly checks on systems and software Supporting to maintain accurate documentation and knowledge-based articles, sharing knowledge and collaborating with the team to enhance the customer experience What you’ll need: We are looking for candidates who have a passion for IT and are looking to make the first step in their IT career and can demonstrate the below skills and competencies: A strong customer focus with previous experience working directly with customers Excellent technical, troubleshooting, and problem-solving skills Excellent time managements skills with the ability to prioritise and multi-task Comfortable working in a fast-paced environment Strong written and verbal communication skills A team player with excellent people skills and the ability to build strong working relationships Who we are: The Tote are racing’s most popular pool betting operators and can be found online and across many racecourses in the UK and Ireland. We’re passionate about all things racing, we love the sport and it’s in our DNA. Using best-in-class technology, digital innovation, and customer engagement, we are developing the Tote reaching new audiences with innovative products. Our headquarters in Wigan is the main hub for our team of over 200 innovative and ambitious experts dedicated to delivering our vision of providing the best betting experience for racing fans. What we offer: At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Our company benefits package includes: Competitive Basic Salary Discretionary Bonus scheme Company Shares Option Plan Contributary Pension Scheme Life insurance (4 x basic salary) Simply Health Plan Holiday entitlement (33 days inclusive of bank holidays - pro rata) Confidential 24/7 365 employee assistance helpline Agile and collaborative office environment with free parking, fruit, biscuits, and drinks Regular social events, charity events and volunteering opportunities If this sounds like the role for you, we’d love to hear from you