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Service Desk Engineer
at Betway Group London in London (Published at 23-11-2023)
On average it takes 5 minutes to apply for this role.
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
Do you see yourself as one of those “out-of-the-box thinkers”, “Technical masterminds”, “Outstanding creatives”, or “Mind-boggling number crunchers”? If so, we want to welcome you to the Betway family and celebrate what makes you unique!
Our global customer base is exploding and we need your skills to support us on this exciting journey! Don’t look back and submit your application before the opportunity passes you by..
Department: Technology
Reporting to: Service Desk Team Lead
Team: Service Delivery
The Team:
We provide desktop and application support in a fast and dynamic industry. As a client-facing team, we build relationships with internal stakeholders and constantly seek to make their jobs that much easier. If you’re diligent and focused on adding business value then we want you on our team. Our big priority is continual service improvement, measured using SLAs, KPIs and feedback.
Customer welfare is forever at the forefront of our strategy at Betway. We want to ensure all of our customers enjoy our products in a safe and responsible gambling environment.
Purpose of the role:
The Service Desk Engineer will provide 2nd line end user support across the business with a strong focus on customer services. They will focus on resolving Incidents whilst keeping the customer informed at all times, and within agreed Service Level Agreements. They will follow ITIL best practices and processes as defined by the Service Desk Team Lead.
The successful candidate will have a technical background and will have a proven track record of providing outstanding customer service.
Key Responsibilities & Accountabilities:
The Service Desk Engineer position will involve the following areas of responsibility:
- Act as a point of contact for Incidents and Service Requests for the end-users within the business.
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
- Resolving Incidents within agreed SLAs.
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate and prioritize customer problems and complaints.
- Completing desktop builds and deploying software.
- Work autonomously using JIRA Service Desk.
- Provide professional, high-quality, reliable and friendly customer services to all end-users within the business.
- Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of Service Desk Analysts
- Knowledge of Mac OS and enterprise experience with supporting Mac devices with JAMF.
- Act as a point of escalation in the event the Service Desk Team lead is unavailable.
- Applying creative problem-solving techniques to identify the source of problems; while at the same time keeping the end-users and colleagues aware of every step along the way via the ticketing system & direct communication.
- Proposing, documenting and implementing enhancements that will improve the performance and reliability of our Microsoft 365 Tenant and other cloud tools.
- Be part of an on-call out-of-hours support team.
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.
You will have (Essential skills):
- Experience working in a technical end-user facing 2nd line support role.
- Experience with an ITSM ticket management system to manage all incidents and requests.
- Proficient in ticket triage and escalation processes to 3rd line resolution teams.
- Experience with Exchange Administration (email accounts, distribution list, shared mailboxes, resource mailboxes, etc...).
- Experience providing support to remote users over the phone.
- Strong technical knowledge with: Windows 10, Office 365, Active Directory and VPN.
- Experience with Office 365 Administration – preferably in a hybrid exchange environment.
- Experience with Mobile Device Management solutions.
- Microsoft certified.
- All behavioural competencies are also essential
It would be a bonus if you also had (Desirable skills):
- Experience with Reporting and Trend Analysis.
- Experience with Video Conferencing Units (e.g. Polycom, Logitech).
- Experience providing end user Mac OS support in a Windows Domain environment.
- ITIL certified.
- Experience with Intune.
Behavioural Competencies:
Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward. These competencies are
Adaptability, Ownership & Accountability, Initiating Action, Resilience, Customer Orientation, Integrity and Innovation
- A strong focus on customer services.
- Excellent communication skills (written and verbal).
- Analytical and numerical skills.
- Proactively gets involved with both desk duties and manual tasks.
- Willingness to learn.Self-starter with initiative.
- Attention to detail.
- Perseverance and the ability to drive projects to completion.
- Patient and calm under pressure.
- Enjoy working with a team.
Our Perks:
- Flexible working
- Discretionary bonus
- Competitive package
- Great social and charity events
- Health and well being weeks
- Free fruit and a heavily discounted Barista
- Tickets to events via sponsorships etc
- Season Ticket Loan
Win Technologies (UK) Limited provides support services to Betway and is a proud member of the Betway Group
Should you not hear from us within 2 weeks, please assume your application has not been successful.
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