Technical Support Specialist
2 weeks ago
About the Role
We are seeking a skilled Service Desk Engineer to join our IT team at bet365. As a key member of our technical team, you will play a vital role in supporting our IT operations across various sites.
Our goal is to provide our employees with the technology resources they need to perform their roles effectively. You will be knowledgeable and enthusiastic about all things PC and software related.
You will take ownership of incidents from start to finish, escalating them when necessary to ensure timely resolution. If you can resolve the issue, great; if not, you will have the support you need to drive resolution.
The day-to-day work is engaging, challenging, and fast-paced, set amidst a hardworking and delivery-focused company ethos. We hire individuals with a broad set of technical skills who are ready to tackle some of technology's greatest challenges.
We operate a manned Service Desk function from Mondays to Fridays, between 08:30 and 17:00.
Key Responsibilities
- Ensure phone calls and emails are handled promptly to provide the best possible service to the business.
- Log all tickets for incidents or requests reported.
- Resolve 1st line incidents quickly and efficiently.
- Investigate and escalate 2nd line incidents as required.
- Proactively manage open incidents, working with 2nd and 3rd line teams to achieve the fastest resolution based on incident SLA.
- Provide remote support and fixes.
- Provide administrative support to ensure systems are maintained and escalate any resulting issues.
- Maintain and administer user accounts, ensuring users only have access to what they require to fulfill their roles.
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