Technical Support Specialist

2 weeks ago


StokeonTrent, Stoke-on-Trent, United Kingdom bet365 Full time
Service Desk Role Overview

As a Service Desk Engineer at Bet365, you will be the primary point of contact for users seeking incident resolutions and service requests.

We are a technical Service Desk team providing support to employees worldwide. You will be responsible for ensuring that employees have the necessary equipment and resources to perform their roles. Effective communication over calls and Live Chat is crucial for troubleshooting, capturing information, and escalating incidents according to business processes.

The Service Desk is a fast-paced team with various development opportunities. We hire individuals with technical and customer-focused skills to address diverse technological challenges.

Main Responsibilities:

  • Respond to phone calls within Service Level Agreements while providing excellent customer service.
  • Efficiently handle Live Chats and log, progress, and update tickets for incidents and service requests.
  • Ensure first-line incidents are resolved quickly and efficiently.
  • Investigate and promptly escalate second-line incidents where necessary.
  • Manage open incidents and collaborate with second and third-line teams to achieve the fastest resolution based on incident SLAs.
  • Provide remote and on-site support and fixes.
  • Maintain and administer user accounts according to security requirements.

We value our employees' personal data and adhere to our Recruitment Privacy Policy, available at http://www.bet365careers.com/privacypolicy.pdf.



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