EUS Service Delivery Associate Analyst

Posted 19 January by Paddy Power Featured

This role is for a dedicated, self-motivated, technical professional with a strong customer service focus. The individual is responsible for providing administrative and procedural support to other members of the wider End User Support (EUS) team and above all, providing a world-class level of customer service to the departmental stakeholders. Additionally, the role may also involve procurement of IT hardware and software as required for the end users as well as dealing with vendors and suppliers.

Key Responsibilities

  • Administrative help for our EUS teams to enable them to work efficiently with their various tool sets and processes in order to ensure that they are able to provide a first-class IT Support Service to the business.

  • Work with the EUS team to ensure our hardware inventory is recorded, updated and maintained.

  • Ensure our software licensing is compliant and work with our managed software asset management service provider (SAM)

  • Manage relationships with software and hardware vendors

  • Assist management to review new contract documentation and contract renewals, and maintain a record of all contract expiry and key dates

  • Maintain the IT knowledge base ensuring relevant documentation is available to the end user support teams

  • Produce established IT Support reports from several systems and suppliers and distribute them to the relevant people in a timely manner

  • Support the EUS teams with rolling out of new and improved IT services

  • Work with ITSM teams to ensure ITSM tools are fit for purpose and coordinate any system improvements and changes to the tool as required by the wider EUS team

  • Make decisions on reporting and make recommendations for improving team, vendor and hardware/software performance

  • Own relationships with mobile vendors to ensure contractual obligations are met by regulating reporting ensuring EUS teams are adhering to defined processes

  • Oversee the IT procurement activities for the EUS team and produce related reporting for management.

  • Support the day to day running of the global EUS team by adding continued value and being the point of call for requests from the EUS management team.

  • Assist with Project Roadmap, Planning and implementation

  • Assist with developing and implementing process improvement solutions related to End User Support

  • Assist the IT EUS Service Delivery Manager as required in his day to day activities

Required Skills

  • Proven experience working in an IT department with exposure to End User Support/Service Desk environments

  • Solid reporting skills including creating the reports in Microsoft Excel and tailoring them to stakeholder needs

  • Experience working with IT suppliers and vendors

  • Understanding of IT support standards and best practices

  • Strong communication and negotiation skills when dealing with end users, key stakeholders and Vendors

  • A broad systems background is preferred however this role requires a good level of understanding of various hardware, software and operating systems

  • Ability to adapt to fluctuating team priorities and organisational directions

  • Ability to work independently as well as with a team

This role will be based in our London office but occasional travel to our European offices will be expected when required.

In February 2016, Paddy Power and Betfair merged to form one of the largest online betting operators in the world: Paddy Power Betfair plc. The merger propelled the enlarged group into the FTSE 50.

The Paddy Power brand boasts an international multi-channel betting and gaming group. The Paddy Power brand is widely seen as one of the most distinctive consumer brands in Europe. The Betfair brand is famous for Innovation. Betfair pioneered the betting exchange in 2000 – a product which altered the landscape of the sports betting industry.

Today, Paddy Power Betfair is a force to be reckoned with. We have a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of B2C and B2B operations across Europe.

Reference: 33987927

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