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Helpdesk Engineer

3 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom bet365 Full time

About Us

We are a technical IT team at bet365, and we are committed to providing exceptional service to our employees. As a Helpdesk Engineer, you will play a key role in supporting our operations, ensuring that employees have the technology resources they need to perform their roles.

Main Responsibilities

  • Respond to phone calls and emails promptly to provide exceptional service to the business.
  • Log all tickets for incidents or requests reported.
  • Take ownership of incidents and escalate them when necessary to drive resolution.
  • Investigate and escalate 2nd line incidents as required.
  • Manage open incidents proactively, working with 2nd and 3rd line teams to achieve the fastest resolution based on incident SLA.
  • Provide remote support and fixes.
  • Offer administrative support to maintain systems and escalate any resulting issues.
  • Maintain and administer user accounts, ensuring users only have access to what they require to fulfill their roles.

The salary for this position is approximately £28,000 per annum, depending on experience.