Job Description

We are looking for a proactive and customer-focused Service Desk Analyst to join our IT team. Acting as the first point of contact for all IT-related queries, you will provide high-quality support to both internal stakeholders and external customers. Reporting to the Senior Service Desk Analyst, this role is central to helping the UK Tote Group maintain a secure, reliable, and efficient IT environment while delivering an excellent customer experience.

What you'll be doing:

As a Service Desk Analyst, you will manage and resolve incidents and requests across multiple channels, including email, telephone, self-service, and face-to-face interactions. You will log, triage, investigate, and resolve service desk tickets, aiming to achieve first-time fixes wherever possible and ensuring clear, timely communication throughout the process using our ITSM tool, SolarWinds.


You will provide first-line technical support for a wide range of users and customers across B2C, B2B, and B2B2C environments. Your responsibilities will include supporting new starters, leavers, and role changes, as well as building and configuring IT hardware such as Windows laptops, Macs, and mobile devices. You will carry out routine daily and weekly system checks, proactively manage and escalate tickets, and work closely with the wider technical support team to share knowledge and resolve recurring issues.


You will also contribute to the development and maintenance of the knowledge management database and service catalogue, and work alongside the Service Desk Manager and Senior Service Managers to identify and deliver service improvements. Supporting the achievement of team, department, and company KPIs will be an important part of the role.

What we are looking for:

We are looking for someone with strong technical, troubleshooting, and problem-solving skills, and a genuine interest in computer software and hardware. You will have proven experience working with Office 365 and its applications, including Exchange Online, OneDrive, and SharePoint, as well as a good understanding of incident, request, change, and problem management processes.


You will be comfortable working with operating systems, software applications, and remote connection tools, and ideally have experience in a similar role or shared service environment. Excellent time management and prioritisation skills are essential, along with strong written and verbal communication skills and the ability to work effectively with a wide range of stakeholders.


You will be able to perform well under pressure and take a flexible approach to working on a rota basis, including providing cover during evenings and weekends when required. An ITIL Foundation qualification, or demonstrable experience working within an ITIL framework, is desirable. An interest in the horse racing or gambling industry would be an advantage, though not essential.

What's in it for you?

At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you'll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes;


Competitive Basic Salary Discretionary Bonus Scheme Company Shares Option Plan Contributory pension scheme Life insurance (4 x basic salary) Simply Health Cash Plan Holiday entitlement (33 days inclusive of bank holidays) Study Support and opportunity for progression and development Confidential 24/7 365 employee assistance helpline Agile and collaborative office environment with free parking, fruit, biscuits, and drinks * Regular social events, charity events and volunteering opportunities