Service Desk Engineer

2 months ago

StokeonTrent Staffordshire, United Kingdom bet365 Full time

Who we are looking for

A Service Desk Engineer, who will hold a key role in supporting our IT operations at our various sites.

We are a technical IT team and our goal is to ensure that our employees have the technology resources they require to perform their roles. You will be knowledgeable and have a genuine interest in all things PC and software related.

You will take end to end ownership for incidents and escalate them where necessary to see them through to resolution. If you can fix it, great, if not, no need to worry, you will have all the support you need to drive resolution.

The day to day work is interesting, challenging and can be fast paced amidst a hardworking and delivery focused company ethos. We hire people with a broad set of technical skills who are ready to tackle some of technology’s greatest challenges.

We provide a manned Service Desk function between Mondays to Friday, between the hours of 08:30 – 17:00.

Preferred skills and experience

  • Strong interpersonal and customer service skills.
  • Excellent analytical and troubleshooting skills.
  • Concise written and verbal communication skills.
  • Self-managed with the ability to work unsupervised.
  • Quick to learn.
  • Commercial experience working in a service management function.
  • Working IT knowledge.
  • Keen eye for detail.

Main Responsibilities

  • Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the Business.
  • Logging all tickets for incidents or requests that are reported.
  • Ensuring1st line incidents are resolved quickly and efficiently.
  • Ensuring that 2nd line incidents are investigated and promptly escalated where required.
  • Managing open incidents proactively, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.
  • Providing remote support and fixes.
  • Providing administrative support to ensure systems are maintained and escalating any resulting issues.
  • Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles.

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