Service Desk Analyst

Role overview

BOYLE Sports is hiring a Service Desk Analyst to deliver local IT support across its retail estate, corporate and digital teams, remote users, and other business areas when needed. The role focuses on maintaining a high standard of end-to-end support service from the Dundalk HQ, with on-site attendance required.

What you will do

• Act as the first point of contact for incidents involving hardware, software, and network issues.
• Watch production systems and communicate clearly and professionally with the business during outages or service interruptions.
• Diagnose issues, judge their urgency and impact, and carry them through to resolution.
• Build and keep knowledge base articles and issue-resolution records up to date.
• Support IT requirements linked to new office/building fit-outs, relocations, and changes.
• Work with external vendors and service partners to preserve full support coverage.
• Escalate incidents to development, network, or systems teams when specialist input is needed.
• Handle support requests for websites and the main betting platform applications.
• Support peripheral equipment such as printers and biometric devices.
• Provide assistance to both on-site and remote staff across multiple locations.
• Support EPOS and screen systems across a retail estate of more than 350 sites in the UK and Ireland.
• Process new starter and leaver requests within agreed SLAs.
• Log all calls in the service desk platform, assign them to the correct resource, and keep users updated on progress.
• Ensure service desk enquiries are answered within SLA targets and escalated appropriately when required.
• Support in-house VOIP phone systems for HQ and the call centre.
• Work a shift pattern covering 5 days out of 7 according to rota.
• Provide on-call support outside normal hours on a 24/7, 365-day rota basis.

Experience and technical background

The ideal candidate will have hands-on experience in a 1st line IT service desk or support role and be comfortable working in a fast-moving, technology-led environment. Strong initiative, the ability to manage several tasks at once, and a calm approach to user support are important. Experience supporting cloud-based end-user environments, such as Google services, is useful. Solid working knowledge of Office 365, Active Directory, Citrix, and Avaya phone systems is expected. Familiarity with ManageEngine is a plus, while knowledge of SCCM, software distribution, basic networking, DNS/DHCP troubleshooting, network cabling, Cisco hardware, and office telephony would be advantageous. A thorough understanding of Microsoft Windows, standard desktop applications, and Group Policy is also important. Experience in the betting sector and exposure to .NET or Oracle-based technology stacks would be beneficial.

About BOYLE Sports

BOYLE Sports is an international sports betting and gaming business with a strong online presence and a large retail footprint. Founded in 1982 by John Boyle, it has grown into Ireland’s largest independently owned bookmaker and operates more than 390 shops across Ireland and the UK. The company is headquartered near Dundalk in the Republic of Ireland and employs more than 2,700 people across Ireland, the UK, and Gibraltar. BOYLE Sports is guided by a customer-first approach and is known for its major sponsorships, including West Ham United and leading sporting events such as the Irish Grand National, Irish Greyhound Derby, and World Grand Prix of Darts.

Work pattern and support expectations

This position follows a rota-based shift pattern, covering five days out of seven. The successful candidate must also be available for out-of-hours on-call support on a 24/7, 365-day basis.