Service Desk Engineer

Ready to level up your career?

Playtech‘s Casino unit is looking for a Service Desk Agent with outstanding technical customer service and problem solving experience alongside excellent communication skills at all levels.

Your influential mission. You will...

• Be a member of our Service Desk team ensuring that we deliver effective and professional support to our licensees, and adhere to our SLA’s.
• Support licensees in the use of Playtech systems To take ownership of problems and resolve technical issues for licensees
• Manage customer support tickets on Playtech’s JIRA ITSM platform in accordance with policy
• Triage incoming tickets and assign to relevant queues with appropriate priority status, escalating critical incidents promptly
• Have a sympathetic and understanding approach to all service users
• Proactively manage follow up actions and escalate as necessary within the business
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA
• Allocate more complex issues to the Specialist Support teams, and escalate critical issues promptly
• Respond to enquiries from licensees and help them r...