Service Desk Engineer
As a Service Desk Engineer, the individual will act as the single point of contact for all users for incident resolution and service requests. This role requires fluency in English, Spanish, and Portuguese. The technical Service Desk provides support to employees all over the world. From incident resolution to request fulfilment, the engineer will be responsible for ensuring that employees have the necessary equipment and resources to perform their roles.
The engineer will be required to communicate effectively over calls and live chat in English, Spanish, and Portuguese to troubleshoot, capture information and escalate as required, in line with business processes. The Service Desk is a fast-paced team that offers a variety of development opportunities. People with a broad range of technical and customer focused skills are hired to allow the team to respond to all technological challenges. As a 24-hour business, the rota coverage will be arranged according to the requirements of the organisation.
- Answering phone calls within Service Level Agreements (SLA’s), whilst providing an excellent customer experience.
- Handling Live Chats efficiently and professionally.
- Logging, progressing and providing updates on tickets for incidents and service requests.
- Ensuring that first line incidents are resolved quickly and efficiently.
- Ensuring that second line incidents are investigated and promptly escalated where required.
- Managing open incidents, working with second and third line teams to gain the fastest resolution based on incident SLA’s.
- Providing remote and on-site support and fixes.
- Providing administrative support to ensure that business critical processes are adhered to.
- Maintaining and administering user accounts in line with security requirements.
- Strong interpersonal and customer service skills (required).
- Excellent technical, analytical and troubleshooting skills (required).
- Strong communication skills, both written and verbal (required).
- Quick to learn (required).
- Self-motivated with the ability to work unsupervised (required).
- Able to verbally communicate at all levels in English, Spanish, and Portuguese (required).
bet365 is one of the world's leading online gambling companies, founded in 2000 by Denise Coates CBE. The company employs over 9,000 people and serves more than 100 million customers in 27 languages, with a market-leading position built on its In-Play betting product. It offers betting across 96 sports and hundreds of thousands of streaming events, handling millions of requests and bets at peak times. Headquartered in Stoke-on-Trent, England, bet365 is known for its software innovation and continues to develop its online betting and gaming platform.