Service Desk Analyst – Digital Services – £35-42k - London Overview: We are currently partnered with a leading international digital business operating in the fast-paced world of online technology and services. With a strong presence across multiple European and global locations, the organisation is on a mission to redefine customer experiences through innovation, collaboration, and technical excellence. Their diverse and dynamic teams bring a shared passion for delivering high-quality services, and are constantly growing, evolving, and pushing boundaries. Role & Responsibilities: Providing first-line IT support via phone, email, and chat Logging incidents and service requests in the ticketing system Managing the full lifecycle of incidents and service requests Prioritising based on urgency and impact Escalating complex issues to second/third-line support as needed Performing routine system maintenance and checks Assisting with software installations and updates Ensuring compliance with IT policies and best practices Documenting solutions and creating knowledge base articles Delivering exceptional customer service and clear communication Following up with users to ensure issue resolution and satisfaction Skills & Experience: Essentials: Strong written and verbal communication skills Ability to work collaboratively within cross-functional teams Experience managing multiple tasks or projects simultaneously Excellent attention to detail and time management Flexibility and adaptability in fast-changing environments Solid technical skills in IT support (hardware/software) Familiarity with Microsoft 365, Azure Active Directory, Jira (or similar tools) Desirables: Knowledge of digital consumer platforms or entertainment/gaming sectors Understanding of relevant industry regulations and compliance standards Customer engagement or retention strategy experience Knowledge of betting or gaming market dynamics Package: Salary up to £42,000 based on relevant experience Career development & learning resources Regular performance feedback and growth plans Employee Assistance Programme (for you and your family) Private health and dental insurance