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About us

Sharp Gaming is on an exciting journey, and we need to add to our dynamic team of people so that we can continue to dominate the industry, delivering a seamless gaming experience that is a cut above the rest.

We are part of the Betfred family which means that we have the investment to innovate, drive advanced, creative technologies forward and to build unrivalled gaming experiences, but we also keep our freedom and independence. As a team we work fast, aim high, are focused and ambitious.

So, if you want to be part of something quite unique and drive the future of gaming, then it’s to time to join Sharp Gaming!

Job Purpose

This role is key to the smooth running of day-to-day operations within the Service Delivery team.

You will primarily be responsible for the handling of incidents and service requests coming into the IT Service Desk via telephone, email or portal as well as liaising with business departments and third parties where necessary.

Please note: this role covers a 24/7 Service Desk function so a flexible approach to working hours is necessary (shifts are 4 days over 7 to cover day and throughout the night).

Job Duties

You will be responsible for:

• Maintaining the Service Desk mailbox to ensure all received emails are processed and dealt with in a timely manner, in line with our Incident Management Process.


• Logging all service requests made via telephone or email on our call management tool, Samanage; ensuring all required information is gathered.


• Ensuring open tickets are updated when relevant information is provided.


• Ensuring all incidents raised are allocated and prioritised appropriately to the relevant teams.


• Handling priority incidents, making sure initial triage is completed before escalating as outlined in our Incident Management Process.


• Updating customers on progress of incidents when requested.


• Equipment procurement (quotation production, ordering and allocation).


• Asset Management


• Fulfilment of User Access requests in line with Betfred Access Management Process


• Ad-hoc admin duties where required (including reporting, information requests, etc).

Knowledge, Skills and Experience:

• Experience of working in a fast-paced customer service environment.


• Have the ability to recognise and react to high priority issues following an Incident Management Process.


• An understanding and experience with Microsoft Office 365.


• Excellent communication skills, both written and verbal.


• Have the ability to multi-task, prioritise and be able to work on your own initiative.


• Excellent customer service skills with working experience are essential.


• Ability to learn and understand new skills and processes and apply them in day-to-day activities.

What is in it for me?

• £23,000 - £26,000 per annum, depending on experience