Senior Service Desk Engineer

2 weeks ago

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

We are seeking a highly skilled 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.

As a Senior Service Desk Engineer, you will collaborate with the service desk team and management to ensure that we deliver an excellent level of customer service at all times. You will take end-to-end ownership of 1st line incidents and requests, while providing a high level of customer service.

Key Responsibilities:

  • Act as a point of escalation for the team and drive high standards.
  • Ensure the BAU work stack is manageable and under control.
  • Manage open incidents and work with the team to gain the fastest resolution.
  • Distribute knowledge, mentor, and coach team members.
  • Maintain training material and adapt documentation to new processes or technology.
  • Assist with the delivery of new projects into the service desk.
  • Contribute to the knowledgebase library.
  • Act as shift lead in the absence of service desk management.

Requirements:

  • Strong interpersonal skills.
  • Excellent analytical and troubleshooting skills.
  • Concise written and verbal communication skills.
  • Self-motivation with the ability to use initiative and prioritize proactively.
  • Ability to drive continuous improvement and lead by example.
  • Commercial experience working in a service management function.
  • Demonstrable experience supporting technologies from a diverse product stack.

We are a 24-hour business, and our rota coverage is between 07:00 and 20:00, seven days a week. If you are a motivated and experienced service desk professional, we would love to hear from you.

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