Service Desk Analyst

Akkodis is seeking a Service Desk Analyst for a Fulltime position with a client located in Ohio (Remote).

Salary Range: $45,000 to $58,000/ Year(The salary may be negotiable based on experience, education, geographic location, and other factors)

Title: Service Desk Analyst

Location: Remote (Ohio Preferred)

Position Summary:

The Service Desk Analyst serves as the primary point of contact for players requiring assistance with sportsbooks, gaming platform, account, payment, and technical issues. Working within an AI-first support environment, the analyst leverages AI-powered tools, knowledge systems, and automated workflows to deliver exceptional customer experiences while maintaining complete ownership of cases through resolution.

This role focuses on complex inquiries that require critical thinking, customer empathy, regulatory awareness, and coordination across multiple operational teams.

Key Responsibilities:

• Player Support & Customer Experience
• Provide professional support to players through voice and email channels.
• Handle inquiries related to:
• Account access and player profile issues
• Payment and withdrawal requests
• Sports wagering questions and disputes
• Technical troubleshooting
• General product and platform guidance
• Deliver a high-quality customer experience during every interaction.
• Ensure all customer interactions are accurately documented.

Case Management:

• Create, manage, update, and resolve support cases using the ticketing platform.
• Maintain end-to-end ownership of cases until full resolution.
• Conduct proactive follow-up communications with players.
• Ensure timely and accurate updates throughout the case lifecycle.
• Escalate issues appropriately while maintaining ownership and accountability.

Cross-Functional Coordination:

• Partner with Fraud, Payments, Trading, Promotions, Operations, and Technical Support teams to resolve complex issues.
• Participate in incident communications and operational response activities.
• Support high-priority or sensitive customer situations requiring coordination across multiple functions.

AI-Enabled Service Delivery:

• Utilize AI-powered tools including:
• Agent Co-Pilot
• Knowledge Assist
• Training Assist
• Voice Virtual Agent escalations
• Follow AI-generated recommendations while applying sound judgment.
• Contribute feedback to improve AI performance, workflows, and knowledge articles.
• Support continuous knowledge management initiatives.

Compliance & Quality:

• Follow documented SOPs, security policies, and operational procedures.
• Handle sensitive customer interactions with professionalism and discretion.
• Support Responsible Gaming and account security requirements.
• Maintain quality standards, documentation accuracy, and regulatory compliance.

Qualifications:

• 2+ years of customer support, help desk, service desk, call center, or player support experience.
• Experience resolving customer issues through phone and email channels.
• Strong written and verbal communication skills.
• Experience using ticketing or CRM platforms.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and analytical abilities.
• Comfortable working with AI-enabled tools and technology.

Preferred Qualifications:

• Sportsbook, gaming, casino, betting, or fintech support experience.
• Experience with Jira Service Management or similar platforms.
• Knowledge of payment processing and fraud-related procedures.
• Familiarity with knowledge management systems and ITSM processes.
• Experience supporting regulated environments.

Work Environment:

• 24x7x365 support operation
• Shift-based scheduling, including evenings, weekends, and holidays
• Remote work environment
• Must be able to obtain and maintain a Gaming License issued by the Rhode Island Department of Business Regulation (DBR). A complete National Bureau of Criminal Identification (BCI) criminal history record check is required before a gaming license will be issued.

Benefits include but are not limited to:

• 3 weeks PTO accrued as they work
• 85% employer paid Florida Blue Health Insurance
• 401K matching up to 4%
• Must be able to obtain and maintain a Gaming License issued by the Rhode Island Department of Business Regulation (DBR). A complete National Bureau of Criminal Identification (BCI) criminal history record check is required before a gaming license will be issued.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance