Service Desk Engineer

Job Description

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. An enthusiastic and self-motivated Service Desk Engineer who has excellent customer service, communication and technical skills, with proficiency 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.

Qualifications

Preferred Skills, Qualifications and Experience

• 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.

Main Responsibilities

• 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.

Additional Information

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.