Desktop Support Engineer
Desktop Support Engineer
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GBP 24000 - 26000
1 Vacancy
Job Description
Job description
About Us
Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.
We recently migrated all of our customers onto our very own proprietary platform - so its an exciting time to join us. With the help of our new platform were able to pioneer new products and drive more advanced creative technologies. The result Unrivalled experiences for millions of customers worldwide.
Betfreds Technology department is driven by innovation and youll be at the heart of unlocking our new platforms potential. So if you want to help shape the future of betting and gaming then its to time to join us.
Job purpose
This role will primarily be responsible for the handling of service requests coming into the Support Desk via telephone email or Service Desk Self-Service portal as well as liaising with Business Units and third parties where necessary.
The Desktop Support Engineer will be required to provide operational support for the core business applications desktop and hardware support covering a range of technologies including Windows 8/10 Server 2012 IP telephony networks and peripherals and bespoke applications.
The role is fundamental to the day-day operations and training will be provided for this role in order to carry out daily system specific tasks.
To provide the cover that the business requires this role will be 37.5 hours per week worked over Monday to will be between the hours of 08:00am until 16:00 or 09:00am until 17:00.
Job Duties
Delivery of tasks on daily production schedule
Ownership and execution of all production schedule processes
Escalation and ownership of any incidents within the production schedule
Production and distribution of the daily shift handover
Incident Management
Log calls initial triage and assign to Support Groups
Own calls and manage them through to resolution
Ensure all logged calls are allocated and prioritised appropriately to the relevant teams.
Ensure open calls are updated in a timely fashion
Business communication of Incidents
Handling priority (P1 and P2) calls making sure initial triage is completed before following escalation process
First-time-fix of incidents
Execution of the Back-Up schedule including triage and escalating failures
1st Line Support
Troubleshooting calls through to resolution
Equipment procurement (quotation production ordering and allocation)
Roll out of new hardware/ software
Asset Management
Fulfilment of User Access requests in line with Betfred Access Mgmt Process
Ad-hoc admin duties where required (including reporting information requests etc)
Proactive system monitoring reacting appropriately to in-house monitoring systems.
Overflow management of service desk dealing with customer enquiries from incidents service requests and purchasing new hardware & software and admin duties when required.
Knowledge Skills and Experience
Essential:
PC hardware knowledge including fault diagnosis
ITIL awareness/Service management best practice
Knowledge or experience of Incident logging and Incident Management lifecycle
Sound knowledge in the Gaming and Sports industry
Excellent written and verbal communication skills
Desirable:
Previous experience of working within a customer facing Helpdesk/ Support/ Operations environment
Background knowledge of Windows 7/8/10 MS Office 10/13/365 Exchange & Active Directory
What is in it for me
24000 - 26000 per annum depending on experience
Hands-on experience with a live customer-facing product
Mentorship and support from senior team members
Be Rewarded:
Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
Secure Your Future: Build a nest egg with monthly pension contribution helping you prepare for the future.
Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
Refer and Earn: Cash-in on our Refer a Friend programme were always looking for exceptional individuals like you!
Peace of Mind: Benefit from a death in service benefit though we hope youll never need it.
Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers saving on everyday essentials and indulgences.
Get Recognised:
Celebrate Longevity: Join our long-service recognition programme honouring the dedication of our loyal team members throughout their careers.
Peer and Manager Acknowledgment: Recognise and be recognised for your achievements earning points redeemable with over 700 global retailers.
Lifes Milestones: Receive a gift to celebrate the birth of a baby adoptions and weddings along with an extra day off for your wedding day.
Feel Valued:
Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family ensuring prompt health answers that fit your schedule.
Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support including face-to-face counselling and self-help resources.
Financial Wellbeing: Optimise your budget with our financial wellbeing package offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme covering childcare family matters relationships addiction legal issues financial concerns and more.
Holistic Wellbeing Tools: Explore a wide range of resources for physical mental nutritional and financial wellbeing through our Wellbeing App.
Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.
All done!
Your application has been successfully submitted!
Employment Type
Full-Time
