Service Desk Analyst

Service Desk Analyst

Introduction

Join a business that’s redefining one of the UK’s most iconic institutions. This is your chance to be part of a major transformation journey — creating a National Lottery experience that drives more funding to good causes and delivers technology that truly makes a difference.

Role Overview:

• Location: On-site
• Package: Competitive salary + bonus + excellent benefits
• Industry: Technology / Lottery / Entertainment

What You’ll Be Doing:

• Act as the first point of contact for all technology support queries across the business.
• Log, triage, and resolve incidents and service requests, ensuring timely communication with users.
• Manage user access across multiple systems, following strict approval and security protocols.
• Escalate major incidents and recurring issues to relevant teams for resolution.
• Create and maintain knowledge base articles and process documentation.
• Monitor ticket progress against SLAs and take proactive steps to keep service levels on track.
• Liaise with third-party suppliers to ensure smooth resolution of external support tickets.
• Collaborate with internal teams to identify and take on routine operational “Runbook” tasks.

Main Skills Needed:

• Proven experience in an IT support or service desk role.
• Strong communication and customer service skills.
• Confident troubleshooting across hardware, software, and network issues.
• Familiarity with ITSM tools and KPI-driven environments.
• Meticulous attention to detail and a continuous improvement mindset.
• Awareness of IT processes such as incident, problem, and access management.
• Experience with audits or working in regulated industries (desirable).

What’s in It for You:

• Company bonus and pension matched up to 8.5%.
• 26 days holiday plus bank holidays and two additional “Life Days”.
• Complimentary private medical insurance and life assurance.
• Enhanced parental leave and family-friendly policies.
• £500 annual wellness allowance and access to wellbeing experts.
• Discounted health assessments and free financial coaching.
• A diverse, inclusive, and purpose-led environment where you’ll see the real impact of your work on communities across the UK.

Careers move fast. Let’s make sure yours is heading the right way.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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