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IT Service Desk Technician
Stanleybet Group is looking to recruit a Service Desk Technician to join its team on a full-time basis.
Job Role:
You will be required to troubleshoot and resolve calls, working with team members to improve your knowledge and skills. You have excellent written and verbal communication skills, as you will be dealing with internal staff, external customers, and third parties as we are an expanding multinational company, This position has great development potential for the right individual.
An ability to work under pressure to meet deadlines whilst delivering accurate results, maintaining confidentially, and delivering a high level of customer service. We operate 24 hours a day, 365 days a year on a shift basis, and a flexible attitude towards travel is required as we operate several overseas offices.
The successful candidate will be able to resolve and troubleshoot complex issues and communicate updates and resolutions to both technical and non-technical staff. You should be enthusiastic and seek innovation and opportunities for increased efficiencies.
Responsibilities:
- Support Service Desk Manager
- Accurate logging, investigation, escalation & timely resolution of customer incidents and requests about SLAs’
- Incident resolution onsite & utilizing remote support (troubleshooting, root cause analysis)
- Ensuring documentation is kept up to date
- System administration duties inclusive of Windows, Mac & Linux
- User setups (accounts, distribution lists, starters\Leavers process)
- Hardware builds and deployment
- Desktop Support & software installation
- Pre-deployment testing for hardware and software
- Installation of all IT equipment such as PCs, monitors, printers, scanners, etc (to include some manual handling)
- Maintain and update the Asset\Configuration management system
- Liaising with 3rd party software, hardware, and support service providers
- Production of reports in a timely and professional manner when required.
Objectives:
- Support all end-users and resolve incidents within defined SLAs
- Search out and implement new technologies to continually improve service levels and response times.
Key skills:
- Experience in ITIL working practices, including Incident, Problem & Change Management
- Knowledge of monitoring systems (e.g./ Nagios/PRTG)
- Ability to build and troubleshoot workstations (hardware and software)
- Proficient in working with Windows OS environments (Windows 10)
- Good analytical ability
- Proficient with Microsoft Office
- Excellent diagnostic skills for technical issues
- Ability to demonstrate excellent organizational skills.
Requirements:
- 1 year previous IT Service Desk
- Experience in using an ITSM (e.g./ Fresh Service, Jira)
- Must have good written and oral communication skills (English).
Desirable:
- Incident Management experience – Managing incidents including business expectations and communication
- Experience with remote support tools (e.g. Splashtop, LogMeIn, VNC, RDP)
- Basic Networking knowledge & troubleshooting (Switches and Patching)
- Experience in Active Directory Administration
- Experience/knowledge of:
- Microsoft 365 Administration (Exchange Online, SharePoint)
- Microsoft Intune (Device Management)
- Microsoft Teams
- PBX / phone system/video conferencing / VOIP
- Windows Server 2003 / 2008 / 2012 / 2016
- Exchange 2013 / 2016 / 2019 Server
- Citrix Server
- Apple Mac / iPad / iPhone /Android
- Linux.
Behaviors:
- Demonstrate leadership skills
- Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
- Ability to operate as a team player, with a flexible and positive attitude
- Attention to detail
- Ability to work to tight deadlines, effectively prioritize, and deliver to a high standard whilst under pressure
- Ability to multi-task, prioritize and be able to work independently.
Stanleybet Group:
Stanley International Betting Limited is a pan-European sports betting company with a Retail and online presence in Cyprus, Croatia, Italy, Belgium, Denmark, Malta, Romania, and the UK. In 1963 Stanley Leisure plc became an officially authorized bookmaker under the Betting, Gaming, and Lotteries Act 1963 and after having acquired a relevant position in the UK with its casinos and betting shops, it started an extraordinarily growing trend in the European market of sports betting. Thanks to an innovative business model whose compatibility with the EU law has been demonstrated by three CJEU rulings, Gambelli (2003), Placanica (2007), and Costa-Cifone (2012), the Stanleybet Group is currently present in Belgium, Croatia, Cyprus, Denmark, Romania, Italy and UK with over 2,000 outlets and 3,000 employees. Stanleybet has an established track record as a fair and responsible private sports betting company, fully compliant with regulatory requirements in the UK and other European jurisdictions where it operates.
