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 resolve any hardware or software problems
• Respond to incoming calls for all 1st line IT issues from a varied customer base for critical support queries.  This role is predominantly a ticket driven role, and telephony is used by our licensees by exception.
• Support our Service Desk which operates 24 hours a day for critical incidents only, and you will need to partake on a rota basis for our on call Out Of Hours support (additional payments are made for all OOH work).  All non-critical support is managed within UK business hours.

The role will be predominantly office/home based, following an initial period of training and familiarisation.  For successful candidates looking to progress, international travel may be available to support our licensees on site from time to time as per the needs of our projects.