Job Description

You will be delivering top-notch technical and customer support for remote, and field based corporate staff in our global offices and remote support to colleagues in our Mecca Bingo and Grosvenor Casinos retail environments in the UK. Working as part of Service Governance Team, you will be primarily responsible for resolving IT incidents and service requests related to identity and access management

Main Accountabilities and Responsibilities:

Be a credible representative of the Service Governance Team.

• Handle incoming incidents and requests within company SLA targets.

• Provide support for incidents and service requests according to established IT Service Management (ITSM) processes and procedure

• Provide timely responses and resolutions so as to minimize adverse business impact.

• Troubleshooting and resolving basic technical issues primarily related to identity and access management.

• Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool

• Provides customers with regular updates, and progression is made in line with Service Level Targets. • Ability to follow internal/external escalation process.

• Setup new starters from Active Directory and remove access through proper processes when a user leaves the business

• Providing excellent customer service to the business

• Co-ordinate with partnerships and third-party vendors #LI-VM1 #LI-Onsite

Qualifications

• In-depth experience working on an IT Service Desk supporting mid-sized user bases both remotely and in person

• General knowledge of desktop computing

• Active Directory and User Account Management • Ability to troubleshoot technical support issues

• Excellent customer Service communication skills (both verbal & written)

• Strong Helpdesk experience

• Familiar with the concepts of an ITSM ticketing platform (preferably ServiceNow).

• Demonstrates sense of passion and pride about own work. Positive attitude and adapts well to change. Inspires passion and excitement around shared goals, promoting environment of achievement.

• Ability to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately.

• Ability to identify, influence and work collaboratively with internal Stakeholders and key external service providers.

• Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs.

• Confronts and works through tough issues, demonstrating perseverance and a sense of urgency.

• Has a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business.

• An ability and desire to learn new skills and technologies.

• Positive attitude can work with ambiguity and adapts well to change.

Additional Information

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.  

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us. 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.  

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.    

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.