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Service Desk Agent

3 months ago

Islington, United Kingdom CareerBliss Full time

Founded in 1999 and premium listed on the Main Market of the London Stock Exchange, Playtech is a technology leader in the gambling industry with over 7,000 employees across 19 countries.
Playtech is the gambling industry's leading technology company delivering business intelligence-driven gambling software, services, content, and platform technology across the industry's most popular product verticals, including, casino, live casino, sports betting, virtual sports, bingo and poker.
Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtechs overall commitment to responsible business practices.
Ready to level up your career?
Playtechs Casino unit is looking for aService Desk Agent with outstanding technical customer service and problem solving experience alongside excellent communication skills at all levels.
Your influential mission. You will...
Be a member of our Service Desk team ensuring that we deliver effective and professional support to our licensees, and adhere to our SLAs.
Support licensees in the use of Playtech systems To take ownership of problems and resolve technical issues for licensees
Manage customer support tickets on Playtechs JIRA ITSM platform in accordance with policy
Triage incoming tickets and assign to relevant queues with appropriate priority status, escalating critical incidents promptly
Have a sympathetic and understanding approach to all service users
Proactively manage follow up actions and escalate as necessary within the business
Maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA
Allocate more complex issues to the Specialist Support teams, and escalate critical issues promptly
Respond to enquiries from licensees and help them resolve any hardware or software problems
Respond to incoming calls for all 1st line IT issues from a varied customer base for critical support queries.This role is predominantly a ticket driven role, and telephony is used by our licensees by exception.
Support our Service Desk which operates 24 hours a day for critical incidents only, and you will need to partake on a rota basis for our on call Out Of Hours support (additional payments are made for all OOH work).All non-critical support is managed within UK business hours.
The role will be predominantly office/home based, following an initial period of training and familiarisation. For successful candidates looking to progress, international travel may be available to support our licensees on site from time to time as per the needs of our projects.
Components for success. You have...
2+ years experience on a Service Desk team
Customer-service oriented experience with a technical problem-solving capability
Good written and verbal communication skills
Experience in managing SQL Server databases and performing SQL scripting.
Knowledge and hands-on experience with Internet Information Services (IIS) configuration and management.
Demonstrated ability to contribute to technical documentation and knowledge articles.
Excellent problem-solving skills and the ability to work independently as well as in a team environment.
Strong communication skills and the ability to explain complex technical concepts to non-technical stakeholders.
You'll get extra points for...
Strong background with Windows OS
Experience using Microsoft SQL Server
Experience with PowerShell or other scripting languages (e.g., Python, Bash)
Hands-on experience using and/or administrating Jira ITSM
ITIL familiarity (v3 / v4)
Good understanding of core network services
Good problem solving, analytical skills, and a keen attention to detail
The willingness to participate in an on-call rota as required
Gambling industry experience
Thrive in a culture that values...
A professional and fun team environment, where we offer you proper training and knowledge sharing.
Your personal and professional growth.
Varietyno day is the same.
An active lifestyle and provide you with a well-being package.
Work-life balance, flexibility.
Fun and engaging company events.
CASINO TEAM
The leading supplier of management systems to the bricks-and-mortar casino industry.We provide the platforms that run the leading casinos and resorts from Monte Carlo to Mendoza, Santiago to Stockholm, Manila to Marrakesh and Saigon to Salford.
Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.