IT Service Support Analyst

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Contract type


Job description

The IT Service Support Analyst is responsible for providing 1st and 2nd line support to all internal and external William Hill IT users.

The role also manages all IT issues raised by William Hill customers via Customer Service agents within defined service and operational levels on behalf of the user, in addition, the role holder works closely with the Problem and Incident teams to resolve and prevent re-occurrence of issues.

Reporting, Communication and Analysis
  • Analyses customer technical faults data
  • Performs 1st level and 2nd level incident analysis
  • Provides clear and concise scheduled notifications to Business
  • Liaises with 3rd party or internal resolver teams for ticket resolution
  • Adheres to company licence agreements
  • Familiarizes all services/providers in detail
  • Provides clear and concise written communication to all parties
  • Takes ownership of more serious issues, managing 3rd line support and external suppliers, keeping affected parties informed of status and progress.
  • Identifies gaps in the services provided and ensuring the gaps are filled with correct process or tools.
  • Ensures training and knowledge base articles are provided to the team to provide the best service
  • Works along with the Project teams to ensure the team is communicated and trained for supporting new services

Incidents and User Accounts
  • Manages user accounts and follow company process
  • Regularly communicates progress of incidents/requests to user
  • Manages progress of incidents/requests with L2/L3 support

Service Desk Tickets and Customer Queries
  • Deals with technical customer queries and ensures that all are answered on a timely manner in order increase customer satisfaction
  • Ensures the workload is captured on ticketing tool to prevent breakage of the entire Incident Management
  • Acts as a single point of contact for phone calls and emails regarding IT issues
  • Captures the minimum data set on who has reported a fault for what / time/date and replication steps

  • Candidate must have a Bachelor's/College Degree, preferrable in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent
  • 3+ years experience and support to less experienced colleagues
  • 5+ years in a private sector IT support environment
  • Applicants must be willing to work in BGC,Taguig
  • Applicants must be amenable to work on shifting schedules