Senior Service Desk Engineer

3 weeks ago

Manchester, United Kingdom bet365 Full time

Who we are looking for

A Senior Service Desk Engineer who will collaborate with Service Desk Engineers and the management team, to ensure that we provide an excellent level of customer service at all times.

Being a technical service desk, our goal is to ensure that our internal customers have sufficient equipment and resources to perform their roles. We take end to end ownership of 1st line incidents and requests, whilst providing a high level of customer service.

In addition to ensuring our BAU work stack is under control, you will act as an escalation point for Service Desk Team Leaders and Engineers. You will also be a key contributor in new starter on boarding, as well as suggesting and incorporating new changes into the team.

You must have a good level of technical knowledge, have a keen eye for detail, be proactive, assertive and strive to provide an excellent level of service at all levels.

As we are a 24-hour Business our rota coverage is between the hours of 07:00 – 20:00 seven days a week.

Preferred skills and experience

  • Strong interpersonal skills.
  • Excellent analytical and troubleshooting skills.
  • Concise written and verbal communication skills.
  • Self-motivation with the ability to use initiative and prioritise proactively.
  • Ability to drive continuous improvement and lead by example; displaying a positive can do attitude.
  • Commercial experience working in a service management function.
  • Demonstrable experience supporting technologies from a diverse product stack inducing AD, Exchange, Office, Teams and Citrix.
  • Experience of leading shifts alongside core responsibilities.
  • ITIL background or awareness.
  • Experience of leading shifts alongside core responsibilities.

Main Responsibilities

  • Acting as a point of escalation for the team and taking responsibility for driving and promoting high standards.
  • Ensuring that the BAU work stack is manageable and under control at all times.
  • Managing open incidents by working with our Service Desk Engineers and 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.
  • Distributing knowledge, mentoring and coaching team members.
  • Maintaining training material and adapting documentation to new processes or technology.
  • Assisting with the delivery of new projects into the Service Desk.
  • Contributing to the Knowledgebase library.
  • Acting as shift lead in the absence of Service Desk management.
  • Driving an excellent level of customer service for our internal customers.

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