IT Service Desk Specialist

Job Type:
Douglas, Isle of Man

The role:

We are looking for an IT Service Desk Specialist to join our busy and dynamic team based in our Isle of Man office.

Why we need you:

As part of the IT Operations team, you will provide an excellent level of IT support to the global internal business from our headquarters on the Isle of Man. You will perform user endpoint software and hardware servicing and support. You`ll cover 1st and 2nd level support for IT Infrastructure, systems, applications and networks escalating to appropriate teams if required.

We are looking for your help to develop processes and procedures to improve the efficiency of IT support case resolution. You`ll contribute to the Project Management life cycle of problem resolution. We have automated monitoring and alerting systems and you`ll be handling first response as required.

IT account administration such as new user account creations, internal transfers, and account closures, will be your responsibility. You will take ownership of tickets and manage to closure, keeping our customers informed at all times. You will contribute and update supporting documentation where necessary. You`ll be working closely with different teams as part of the IT Operations department and will escalate tickets to other team members if required, providing necessary detail, leading to resolution.

As one of our IT Service Desk Specialist, you`ll likely be required to travel and provide IT Support at global live events. The working hours are 7.00AM – 7.00PM, Monday – Friday Service desk support on a 35 hours week shift pattern. Occasionally, you`ll have to provide outside working hours support. On call arrangements approximately 1 week in 7.

Who are we looking for:

You have significant work experience gained in a similar role within an IT technical support environment. Multitasking and IT service skills are some of your greatest skills. You communicate easily with both technical and non-technical staff and have excellent customer service skills. You have strong problem diagnostic, management and solving skills. You will be working as part of a team and we are looking for a self-starter able to make progress with attention to detail minimal supervision. You can prioritize and work within tight timescales in order to meet deadlines. You have the ability to handle IT incidents and issues, coordinating multiple users, support teams and vendors if necessary.

You have Microsoft Certification in desktop or server technologies (or equivalent). You have experience using a Service Desk tool to record incidents, requests and actions, managing tickets to closureStrong IT Technical knowledge and experience in all, or many, of the following:

  • Microsoft Windows 7 in a Windows Server domain environment
  • Microsoft communications applications such as Exchange, Outlook and Skype for Business
  • MS Active Directory and associated technologies
  • IT networking and communication protocols and solutions
  • Apple computers on a Windows Domain
  • Mobile technologies such as iOS and Android tablets and smartphones
  • Laptop/Desktop builds, imaging, application deployment
  • IT Security and risk mitigation
  • Virtual environments such as VDI

As the ideal candidate, you will have:-

You have experience with Windows 10, Asterisk PBX and Microsoft OS. You have good knowledge of ITIL. You have other relevant IT knowledge through qualifications or experience.

What’s in it for you?

The salary for this job is based on experience, so whilst we are not able to go into detail at this stage, we can say that we offer great salary packages and a discretionary annual performance bonus. In addition, we can provide advice and dedicated assistance to those moving to the Isle of Man.

We offer health and dental insurance for you, your partner and your children (if you all live at the same address). In addition, you can join our company pension scheme. You can make the most of our personal interest allowance in order to learn something new or pursue a hobby. If you have a baby whilst you work for us, we will give you 1000 GBP as congratulations.

Our in-house training and development team deliver fantastic support to develop your skills and support you in progressing your career.

We have a canteen which offers hot and cold options for breakfast and lunch and we contribute £3 daily towards this. In addition, there is free fresh fruit, snacks and drinks.

Our social team organise great events; including our sensational summer and Christmas parties.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria, then we’ll invite you to a phone interview and if that goes well we’ll meet you for a face-to-face interview

The Company

The Stars Group is the ultimate owner of industry-leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies. This role is in the Group’s Isle of Man office in the IT Ops department.