Role Purpose
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.
Responsibilities
Daily Operational Duties
- 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.
Incident Management
- 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.
Operational Support
- 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.
Monitoring & Service Desk Support
- 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.
We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.
What you'll need to succeed
Essential
- Strong PC hardware knowledge, including fault diagnosis and repair.
- Understanding of ITIL principles and service management best practice.
- Experience with incident logging and the full incident management lifecycle.
- Good understanding of the Gaming and Sports industry.
- Excellent written and verbal communication skills.
Desirable
- Previous experience in a customer-facing Helpdesk, Support, or Operations environment.
- Working knowledge of Windows 7/8/10/11, Apple, Android, Microsoft Office 2010/2013/365, Exchange, and Active Directory.
Why join a winning team?
Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.
Be rewarded
- Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
- Monthly pension contributions: helping you prepare for your future.
- Enhanced maternity & paternity pay: our Betfred family works to support yours.
Feel valued
- 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 and complimentary eye tests.
We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.
What’s next?
If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.
At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.
If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.
