THE SCOPE
With more than 30 years of history, today Gaming1 is one of the international leaders in both land-based and online games of chance (casino games, sports betting and poker). Its evolution at the heart of innovation is accompanied by a diversification and specialization of positions, with the creation of new cutting-edge jobs. As part of its sustained growth, Gaming1 is looking for an IT Support to join its Digital Workplace Team.
As an IT Support Specialist, you will be responsible for executing day-to-day support activities for employees across the organization, following and adapting established procedures related to software, SaaS platforms, and hardware.
Based at GAMING1’s headquarters in Liège, you will work closely with various Business Units located across Europe. Occasional travel within Europe (1 to 2 times per year) is expected as part of the role.
You will primarily manage Digital Workplace Service Desk operations, ensuring timely and effective resolution of incidents and service requests while maintaining a high level of service quality and user satisfaction.
YOUR ROLE
Digital work environment
- Set up, Configure, and Deploy IT equipment (workstations, peripherals, printers, network equipment, etc.)
- Participate in proactive asset management.
- Manage user access rights for the various platforms and services following pre-defined processes
- Provide user training
Technical Support
- Assist in diagnosing and resolving tickets related to the employees' Digital Workplace.
- Ensure timely and effective resolution tickets (e.g., incidents, service requests) raised in the ITSM system within the defined SLA agreements.
- Ensure and maintain a prominent level of G1 employee satisfaction and experience.
- Keep stakeholders informed of progression on raised their raised tickets.
- Work in a direct collaboration mode with the Digital Workplace Engineers on the resolution of complex tickets that require L2 escalation.
- Ensure compliancy by following set procedures under the scope of Digital Workplace
Asset Management
- Maintain an asset catalog of IT equipment (Laptop, Phones, Monitors, peripherals,) and an application catalog for all software products and licenses in use.
- Managing the lifecycle of the hard- and software assets by updates, renewal, or replacement
Documentation and communication
- Participate in the drafting and updating of IT procedures
- Provide suggestions based on field experience and participate to continuous improvement
- Communicate service disruption when the business is impacted
