Service Desk Engineer

About the role

As a Service Desk Engineer at bet365 you will be the single point of contact for employees worldwide, handling incidents and service requests across English, Spanish and Portuguese. You will ensure that staff have the right equipment and support to perform their duties in a fast‑paced, 24‑hour environment.

Key responsibilities

• Answer phone calls and live‑chat queries within agreed Service Level Agreements while delivering a high‑quality customer experience.
• Log, track and update tickets for incidents and service requests, ensuring timely resolution.
• Resolve first‑line incidents quickly and efficiently; investigate and escalate second‑line issues as required.
• Collaborate with second‑ and third‑line teams to achieve the fastest resolution based on SLA targets.
• Provide remote and on‑site technical support and fixes.
• Deliver administrative support to maintain business‑critical processes.

Required profile

• Strong interpersonal and customer‑service orientation.
• Excellent analytical and troubleshooting abilities.
• Clear written and verbal communication skills.
• Self‑motivated, quick learner and able to work independently.
• Fluent verbal communication in English, Spanish and Portuguese.

Required skills