Senior Service Desk Engineer

5 days ago

Manchester, New Hampshire, United Kingdom bet365 Full time
About the Role

We are seeking a highly skilled and experienced Senior Service Desk Engineer to join our team. As a key member of our service desk, you will be responsible for providing exceptional customer service to our internal customers, ensuring that their technical issues are resolved efficiently and effectively.

Key Responsibilities
  • Act as a point of escalation for the team, driving and promoting high standards of customer service and technical expertise.
  • Manage open incidents, working closely with our Service Desk Engineers and 2nd and 3rd line teams to achieve the fastest resolution based on incident SLA.
  • Distribute knowledge, mentor, and coach team members to ensure they have the skills and expertise needed to provide excellent customer service.
  • Assist with the delivery of new projects into the Service Desk, ensuring a smooth transition and minimal disruption to our customers.
  • Contribute to the Knowledgebase library, ensuring that our knowledge base is up-to-date and accurate.
  • Act as shift lead in the absence of Service Desk management, ensuring that the service desk is run smoothly and efficiently.
Requirements
  • Strong interpersonal skills, with the ability to communicate effectively with customers and colleagues.
  • Excellent analytical and troubleshooting skills, with the ability to resolve complex technical issues.
  • Self-motivation, with the ability to use initiative and prioritize tasks proactively.
  • Ability to drive continuous improvement, leading by example and displaying a positive can-do attitude.
  • Commercial experience working in a service management function, with a strong understanding of ITIL principles.
  • Demonstrable experience supporting technologies from a diverse product stack, including AD, Exchange, Office, Teams, and Citrix.

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