Service Desk Agent

**Company Description**
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.

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 Playtech’s overall commitment to responsible business practices.
**Job Description** Ready to level up your career?**

Playtech‘s **Casino** unit is looking for a **Service 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 SLA’s.
- Support licensees in the use of Playtech systems To take ownership of problems and resolve technical issues for licensees
- Manage customer support tickets on Playtech’s 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.

**Qualifications** 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

**Additional Information** 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.
- Variety - no 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._