As a Technical Services Officer within the Service Desk, you are expected to be a pattern breaker and acknowledge the importance of providing top quality service to each customer of the Betsson Group.  The Technical Services Officer is expected to address each customer individually and deliver the service on the correct technical level.  The Technical Services Officer is driven by making a difference every day and will take ownership of tasks, and follow up on the tasks until they are solved.

This role is driven by complex challenges and the eagerness to maintain and improve the current IT infrastructure.  You acknowledge the importance of knowledge sharing and documentation via online tools, work under minimal supervision and is motivated when succeeding as a team.

The Wow

At Betsson Group, we strive to offer the best employee experience in the gaming industry and beyond. When becoming a Betssonite an employee is instantly immersed in the One Betsson spirit and gets to work and collaborate with smart, creative, and talented individuals who are passionate about what they do. We offer an international, fun, and diverse environment with a strong company culture. We encourage work life balance, drive innovation and sense of belonging through our great leaders, and provide ample opportunities for growth and career development.

A Taster of what you'll be involved with

Your main goal is ultimately to support the corporate environment - in particular towards improving stability, performance, service quality and efficiency. To this end, you will be expected to:

• Act as first point of contact for the troubleshooting and resolution of Incidents and Service Requests related to hardware configuration, software, application and network problems amongst others.
• Make full use of available tools during the diagnosing and execution stages of Incidents and Service Requests.
• Route those Incidents and Service Requests that require reassignment to other Service Teams (including third-party suppliers) in line with set targets as per the requirements of the Incident Management and Service Request Fulfilment Procedures. Reassignment to other Service Teams should relate to requests that require escalation and approvals and in a manner that is friendly to the receiving Service Teams.
• Track and retain ownership of Incidents and Service Requests to ensure that service levels are met, and call resolution is achieved within the shortest time span possible.
• Continually observe a security aware approach.
• Contribute to the setting up of operating procedures with other Service Teams to ensure that remote support is carried out by the Service Desk in an effective manner while maintaining the efficiency of the unit.
• Contribute to the articulation, maintenance and enforcement of Service Desk procedures and knowledge sharing across units via online tools.
• Produce management reports in an accurate and timely manner as directed.
• Identify trends and potential Problem sources (by reviewing Incident and Problem analysis).
• Take ownership of system and service monitoring focusing on implementation and continued improvement.
• Ensure full cooperation and effective communication with the various departments in Betsson Group.
• Be expected to work on call and/or on shifts as per business requirements.

You are Good at:  

• Systems infrastructure including servers and storage components
• Microsoft Active Directory,  Office 365, Powershell scripting, and SCCM, with preference being given to MCSA/MCSE candidates
• Virtualization technologies (VMWare), monitoring technologies, and tools
• Mobile Device Management for Windows & Mac (Intune / Kandji)
• Procedures and tools to carry out defined system and data backups and restores
• Implementation of network changes and maintenance routines
• Provision of reports and proposals for improvement to specialists, users, and managers
• Service mindset
• Willingness to go the extra mile for supporting colleagues 

Stakeholders and Type of Interaction 

Corporate IT Teams

Information Security

All Betsson Group

B2B Partners

Third-Party Suppliers

Nice to Have:  

• A relevant academic degree or qualifications would be considered a plus, but are not mandatory.

Requiere Experience

Must possess the following:

• Experience with: 
  • Desktop Products (Operating Systems both MS and MacOS, and Office Products).
  • PowerShell scripting.
  • Core server infrastructure (AD, DNS, DHCP, Office 365, MS SCCM and MS Intune).
  • General Network Trouble shooting.
• Service mindset.
• Willingness to go the extra mile for supporting colleagues.

Would be great to also possess:

• Tertiary Education and / or a bachelor’s degree in IT / Computer Science.
• Information Technology Infrastructure Library (ITIL) certification (current).
• Experience on traditional infrastructure On-Prem, including servers and storage components.
• Experience on infrastructure including Cloud Services (especially AWS and Azure).
• Automation, Security, Configuration and Version Management skills.
• Coding Experience and Scripting Skills (C#, Python, PowerShell, Node JS).
• Vender specific certifications (AWS, Microsoft, VMWare).
• Clear verbal & written communication.
• Professional working proficiency in English.

Where you'll be

At Betsson Group we work with a Hybrid Work From Home (WFH) model, giving you the flexibility of working 3 days in the office and 2 days at home.

What We Offer

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1900 strong, spread across 7 offices! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and always striving to push the boundaries and challenge yourself, then you’ll fit right in.

We offer numerous challenges where your skills will be put to good use! We encourage innovation, independence and celebrate success where you will be part of multi-cultural and diverse company, with people from all over the world.

Challenge Accepted?

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