Service Desk Engineer

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a Service Desk Engineer you will act as the single point of contact for all users for incident resolution and service requests, requiring fluency in English, Spanish, and Portuguese.

We are a technical Service Desk that provides support to our employees all over the world. From incident resolution to request fulfilment, you will be responsible for ensuring that employees have the necessary equipment and resources to perform their roles. You 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. We hire people with a broad range of technical and customer focused skills to allow us to respond to all technological challenges.

As a 24-hour business, our rota coverage will be arranged according to the requirements of the organization.

• Strong interpersonal and customer service skills.
• Excellent technical, analytical and troubleshooting skills.
• Strong communication skills, both written and verbal.
• Quick to learn.
• Self-motivated with the ability to work unsupervised.
• Able to verbally communicate at all levels in English, Spanish, and Portuguese.

• 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.

By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Notice - https://www.bet365careers.com/privacy-policy

At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.