Desktop Support Engineer
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.
- 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.
- 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.
- 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.
- 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.
- Strong PC hardware knowledge, including fault diagnosis and repair. (required)
- Understanding of ITIL principles and service management best practice. (required)
- Experience with incident logging and the full incident management lifecycle. (required)
- Good understanding of the Gaming and Sports industry. (required)
- Excellent written and verbal communication skills. (required)
- Previous experience in a customer-facing Helpdesk, Support, or Operations environment. (preferred)
- Working knowledge of Windows 7/8/10/11, Apple, Android, Microsoft Office 2010/2013/365, Exchange, and Active Directory. (preferred)
- Benefit from bonuses, incentives, retail discount vouchers and more.
- Monthly pension contributions.
- Enhanced maternity & paternity pay.
- 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.
- Complimentary eye tests.
- Access to further training and development opportunities.
Betfred is a leading betting and gaming company that has been at the forefront of the industry for over 50 years. With over 1300 shops and 9500 employees, we are constantly pushing ourselves to innovate and improve, and we are always on the lookout for the best talent to join our team. In 2019, we entered the US sports betting market as Betfred Sportsbook, and we now operate in 10 states. We have also recently established a new presence in South Africa, with over 50 betting halls, and we own a majority stake in Lottostar, South Africa's largest online betting company. At Betfred, our mission is to provide our customers with the best possible service, products and experience while ensuring responsible gambling. We believe our employees are our greatest asset and we are committed to providing them with the training and development they need to succeed. We offer a range of career opportunities, from retail positions in our shops to roles in our head office. We are also dedicated to giving back to the communities in which we operate. Through our Betfred Supports initiative, we support a range of charities and community initiatives.