Job description
Join our Service Desk team, where you’ll apply your technical expertise to resolve complex IT issues and ensure exceptional user support. Focused on collaboration and continuous improvement, you’ll contribute to process optimization and uphold security standards. With a customer-centric approach, we value feedback to drive operational efficiency and maintain high service quality.
What you will be doing:
1. Technical Support & Incident Management:
• Serve as the first point of contact for IT inquiries and service requests.
• Diagnose and resolve hardware, software, and network issues.
• Log, categorize, and prioritize incidents in the ticketing system.
• Escalate unresolved issues to the appropriate teams.
2. User Support & Communication:
• Provide clear, effective assistance to users.
• Educate users on IT best practices and system usage.
• Maintain proactive communication, keeping users informed on request status.
3. Documentation & Knowledge Management:
• Accurately document issues, resolutions, and troubleshooting steps.
• Develop user guides, FAQs, and knowledge base articles for self-service.
• Generate performance reports and identify areas for improvement.
4. Process Optimization & Compliance:
• Identify opportunities to improve service desk workflows.
• Ensure compliance with IT security policies and industry standards (e.g., ITIL).
• Stay informed on emerging IT trends, security threats, and best practices.
5. Collaboration & Continuous Improvement:
• Work with second and third-line IT teams to resolve escalated issues.
• Support onboarding/offboarding by setting up IT resources for new hires.
• Contribute to training sessions to enhance IT literacy across the organization.
Who we are looking for:
1. Education & Experience:
• Bachelor's degree in IT, Computer Science, or related field
• 2–3 years of experience in a Service Desk or IT support role.
2. Technical Skills:
• Proficient in Windows/macOS operating systems, Active Directory, and Microsoft 365
• Experience with troubleshooting network connectivity, VPNs, and cloud-based applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
3. Soft Skills:
• Strong communication and customer service skills.
• Excellent problem-solving and analytical abilities.
• Ability to multitask and thrive in a fast-paced environment.
What we offer:
Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:
- Financial: Competitive salary and bonus schemes.
- Hybrid working: Our employees can work from home up to 60% of the time with 40% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
- Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.
- Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.
More about evoke
We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr. Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke.
At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
Apply
At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.
Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.
Apply today to kickstart your application with the evoke Family!
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