Service Desk Technician

27 Sep 2017
03 Nov 2017
Contract Type
Full Time
bet365, one of the world’s leading online gambling companies, is seeking a Service Desk Technician to support its technical function.

The business employs numerous highly skilled engineers across a range of technical disciplines to achieve impressive and continuous annual growth. Investment in technology is fundamental to this success.

You will join a team responsible for ensuring that the user base has sufficient equipment and resources to perform their roles. You must take end-to-end ownership for incidents, escalate where necessary and see them through to resolution.

Although not directly responsible for fixing complex issues, the role has the responsibility to troubleshoot, identify business impact and escalate efficiently and in a timely manner. You will work in a structured environment adhering to strict security policies relating to user access.

Reporting to the Service Desk Team Leader you will be required to work a 24/7 shift pattern.

Role Responsibilities

  • Ensure that phone calls and emails are dealt with promptly to provide the best possible service to the business.
  • Log all tickets for incidents or requests that are reported.
  • Ensure that first line incidents are resolved quickly and efficiently.
  • Ensure that second line incidents are investigated and promptly escalated where required.
  • Proactive management of open incidents, working with 2nd/3rd line teams to gain the fastest resolution based on incident SLA.
  • Remote support and fixes.
  • End-to-end ownership of tickets, ensuring customer satisfaction before closure of incidents or requests.
  • Maintain and administer to ensure systems are running and to escalate any resulting issues.
  • Maintain and administer user accounts, ensuring users only have access to what they require in order to fulfil their roles.
Key Skills
  • Strong interpersonal and customer service skills.
  • Excellent analytical/troubleshooting skills.
  • Concise written and verbal communication skills.
  • Self-managed and can work unsupervised.
  • Quick learner.
  • Commercial Experience working in a Service Management function.

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