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For Companies At a Glance
- Tasks: Provide tech support via calls and emails, troubleshoot issues, and manage service requests.
- Company: Join Betfred, a leader in the global betting and gaming industry, driving innovation and technology.
- Benefits: Enjoy a competitive salary, bonuses, pension contributions, and discounts on everyday essentials.
- Why this job: Be part of an exciting tech team shaping the future of gaming with hands-on experience.
- Qualifications: PC hardware knowledge, customer service experience, and familiarity with Windows and MS Office required.
- Other info: Flexible shifts, mentorship opportunities, and a supportive work culture focused on wellbeing.
The predicted salary is between 19200 - 20800 £ per year.
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 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-to-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
- 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
- PC hardware knowledge including fault diagnosis
- Knowledge or experience of Incident logging and Incident Management lifecycle
- Sound knowledge in the Gaming and Sports industry
- Excellent written and verbal communication skills
- 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
- Unlock bonuses and incentives to enhance your income.
- Build a nest egg with monthly pension contribution, helping you prepare for the future.
- Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
- Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
- Benefit from a death in service benefit, though we hope you'll never need it.
- Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.
- Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
- Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
- Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.
- Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
- Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
- 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.
- Set up salary-based savings and earn a 5% boost through our savings scheme.
- Access one-on-one support from an independent Financial Coach.
- Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
- Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
- Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.
Desktop Support Engineer employer: Betfred Group
Contact Detail:
Betfred Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 8/10 and Server 2012. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Brush up on your incident management skills. Understanding the lifecycle of incident logging and how to effectively triage calls will demonstrate your readiness for the role and your ability to handle high-pressure situations.
✨Tip Number 3
Network with current or former employees in the tech department. They can provide insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 4
Prepare to discuss your customer service experience in detail. Since this role involves a lot of interaction with users, showcasing your communication skills and problem-solving abilities will be crucial in making a strong impression.
We think you need these skills to ace Desktop Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in desktop support, particularly with Windows 8/10 and other technologies mentioned in the job description. Use specific examples to demonstrate your skills in troubleshooting and incident management.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with their mission to innovate in the betting and gaming industry, and provide examples of how you've contributed to similar projects in the past.
Showcase Communication Skills: Since excellent written and verbal communication skills are essential for this role, ensure that your application is free from errors and clearly articulates your thoughts. Consider including a brief example of how you effectively communicated with customers or team members in a previous position.
Highlight Relevant Experience: If you have experience in a customer-facing helpdesk or support environment, make sure to detail this in your application. Discuss specific incidents where you successfully resolved issues or improved processes, as this will demonstrate your capability to handle the responsibilities outlined in the job description.
How to prepare for a job interview at Betfred Group
✨Know Your Tech
Brush up on your knowledge of Windows 8/10, Server 2012, and IP telephony. Be prepared to discuss how you've handled similar technologies in past roles, as this will show your technical competence.
✨Demonstrate Customer Service Skills
Since the role involves a lot of customer interaction, be ready to share examples of how you've successfully resolved customer issues in previous positions. Highlight your communication skills and ability to manage incidents effectively.
✨Understand Incident Management
Familiarise yourself with the incident logging and management lifecycle. Be prepared to explain how you would prioritise and escalate incidents, especially P1 and P2 calls, during the interview.
✨Show Enthusiasm for the Gaming Industry
Express your passion for the gaming and sports industry. Research the company and its proprietary platform, and be ready to discuss how you can contribute to their mission of innovation and customer experience.
