Service Desk 1st Line Agent

2 weeks ago

Manchester, United Kingdom Playtech Full time

Company Description
**Playtech - Global leader in gaming platforms and content**

Our team of 6,000+ in 20 countries provides the most innovative solutions in the industry.

Our Manchester offices host 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.

We are looking to expand our team with talented individuals who can help us continue to disrupt this dynamic industry, with cleverly designed solutions and leading-edge technology.

Our main strength is the diversity of our team and the variety of backgrounds we represent.

**Job Description**:
You will be managing our Service Desk team ensuring that our service levels adhere to our SLA’s.

In this role, we would expect you to:

- Answering incoming calls for all 1st line IT issues from a varied customer base
- To log all calls on the Zendesk call logging system and maintain full documentation
- Have a sympathetic and understanding approach to all service users
- Produce any follow up actions and escalate as necessary within the business
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA
- To take ownership of user problems and be proactive when dealing with user issues
- Support end users/customers in the use of Playtech systems as and when needed
- To allocate more complex service issues to the Service Desk 2nd line
- Respond to enquiries from clients and help them resolve any hardware or software problems

The role will be predominantly office/home based, following an initial period of training and familiarisation but may require international travel from time to time as per the needs of our projects.

**Qualifications**:
We want you to bring your personality and perspective to help us drive our business forward.

For this role, we expect:

- 2+ years’ experience on a Service Desk team
- Customer-service oriented with a technical problem-solving capability
- Good written and verbal communication skills

The following would be desirable:

- Hands-on experience using and/or administrating Zendesk
- ITIL familiarity (v3 / v4)
- Previous experience in technical troubleshooting role
- Experience of system monitoring tools

Additional Information

Playtech is the world’s largest online gaming software supplier traded on the London Stock Exchange, offering cutting-edge, value-added solutions to the industry’s leading operators. Company’s business portfolio consists of the most prominent names in the business, including Grosvenor, Genting and Aspinall’s in London’s Mayfair.

Playtech develops unified software platforms and content for the online and land-based gaming industry, together with providing a range of ancillary services such as marketing, hosting, and CRM services.

Behind the eminent success of Playtech’s products and services there are around 7000 employees with offices and development centres in 26 countries, the majority of whom are engaged in research and development of current and future gaming technologies.

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