Desktop Support Engineer
The Desktop Support Engineer plays a critical role in ensuring the smooth day-to-day operation of IT services across the business. The role is responsible for managing incoming service requests via telephone, email, and the Service Desk portal, providing hands-on technical support, and liaising with internal teams and third-party suppliers where required. You will support core business applications, desktop environments, and hardware across a range of technologies including Windows 8/10/11, Windows Server 2012, Apple, IP telephony, networking, peripherals, and bespoke in-house systems. Full training will be provided for system-specific tasks and operational processes. This position forms part of a 24/7 on-site support model. The working pattern is 40 hours per week, worked across Monday to Friday, with shifts between 07:00 and 18:00.
- Execute all tasks on the daily production schedule.
- Take ownership of production schedule processes and escalate issues where required.
- Produce and distribute the daily shift handover to ensure continuity across teams.
- Log, triage, and assign incidents to the appropriate Support Groups.
- Take ownership of incidents and manage them through to full resolution.
- Ensure all tickets are prioritised correctly and updated in a timely manner.
- Communicate incident updates to the business clearly and professionally.
- Handle Priority 1 and Priority 2 incidents, ensuring correct triage and escalation.
- Deliver first-time-fix resolutions wherever possible.
- Execute and monitor the daily Back-Up schedule, escalating failures as needed.
- Provide 1st Line Support across hardware, software, and user access requests.
- Manage equipment procurement including quotations, ordering, and allocation.
- Support the rollout of new hardware and software across the business.
- Maintain accurate asset management records.
- Complete user access requests in line with the Betfred Access Management Process.
- Carry out ad-hoc administrative tasks such as reporting and data requests.
- Proactively monitor systems and respond to alerts from in-house monitoring tools.
- Provide overflow support to the Service Desk, assisting with incidents, service requests, and procurement queries.
- Strong PC hardware knowledge, including fault diagnosis and repair. (required)
- Understanding of ITIL principles and service management best practice. (required)
- Experience with incident logging and the full incident management lifecycle. (required)
- Good understanding of the Gaming and Sports industry. (required)
- Excellent written and verbal communication skills. (required)
- Previous experience in a customer-facing Helpdesk, Support, or Operations environment. (preferred)
- Working knowledge of Windows 7/8/10/11, Apple, Android, Microsoft Office 2010/2013/365, Exchange, and Active Directory. (preferred)
- Benefit from bonuses, incentives, retail discount vouchers and more.
- Monthly pension contributions.
- Enhanced maternity & paternity pay.
- A long-service recognition programme and life milestone rewards.
- A recognition scheme to earn and convert points to spend with over 700 retailers.
- A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
- Mental health support including an independent Employee Assistance Programme.
- A 24/7 virtual GP service.
- Complimentary eye tests.
- Access to further training and development opportunities.
Betfred is a betting and gaming company that has operated for over 50 years, founded by Fred and Peter Done. It runs more than 1,300 betting shops and employs around 9,500 people, combining a large retail estate with online sports betting and gaming. In 2019 it entered the US sports betting market as Betfred Sportsbook, now operating in several states, and has established a presence in South Africa, where it holds a majority stake in the online betting company LottoStar. Headquartered in Warrington, England, Betfred emphasises customer service and responsible gambling across its operations.
