Desktop Support Engineer

Sharp Gaming; Manchester; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join a leading company in the gaming industry as a Desktop Support Engineer. You will be crucial in supporting our proprietary platform by managing service requests and assisting with technical issues to ensure smooth operations. The role involves a proactive approach to incident management and providing exceptional service to business units and customers alike.

Benefits

Bonus incentives

Pension contribution

Enhanced Maternity & Paternity Pay

Cash-in on 'Refer a Friend' programme

Death in service benefit

Cashback offers from retailers

Long-service recognition programme

24/7 virtual GP service

Mental health support services

Eye care benefits

Qualifications

• Essential skills include PC hardware knowledge and ITIL awareness.
• Experience in customer-facing Helpdesk or Support roles is desirable.
• Knowledge of the Gaming and Sports industry is beneficial.

Responsibilities

• Handle service requests via telephone, email, and self-service.
• Provide operational support for core business applications.
• Manage incidents and execute production schedules.

Skills

PC hardware knowledge

ITIL awareness

Excellent written and verbal communication skills

Tools

Windows 8/10

MS Office 10/13/365

Exchange

Active Directory

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 it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide.

Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's 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 Friday.Shifts 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?

• £24,000 - £26,000 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 – we're always looking for exceptional individuals like you!

• Peace of Mind: Benefit from a death in service benefit, though we hope you'll 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.

• Life's 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.