Help Desk First Level Support

The Helpdesk First Level Support team deliver first line support, supporting users remotely over the phone, through chat, Jira and Slack. The Heldesk team are part of a wider international Service Operations team, supporting users across all of the evoke brands.

Being the single point of contact/acting as a true "Technical Advisor" and offering 1st line technical support which includes adding permissions, managing software licenses, software troubleshooting for PCs, Login issues, Adding permissions in AD and Creating new users.

This is a fast paced team, who are involved in a number of different activities across all functions of the business.

What you'll be doing:

• Offering service to phone calls, jira tickets and chat;
• Solving service tickets, recording the action taken in the system, and escalating to others as needed;
• Follow-up on tickets requiring further tasks to resolve the issue;
• Maintaining contact with customers and reporting on their ticket status;
• Working in accordance with the level of service required (SLA);
• Providing a polite, service-oriented response to customers and colleagues;
• Team work according to the call center protocols;
• Reporting to the team leader on out-of-spec issues or system malfunctions.

Who we are looking for:

• Comprehensive knowledge in operating systems, especially Windows;
• Experience with user management using AD;
• Experience working with Exchange mail server;
• Complete fluency in Office applications;
• Broad knowledge of current hardware;
• Familiarity with Microsoft Teams;
• Basic knowledge of the seven-layer module and internet problem solving;
• Professional experience as applications and hardware components support in a large organization;
• Service-oriented, polite, patient, and diplomatic while communicating with customers;
• Good interpersonal skills and ability to work in a team;
• Quick self-teaching skills;
• Analytical skills for coping with tickets and problem-solving;
• Able to cope with stress and good time management skills;
• Good written expression skills for ticket documentation and responding to e-mails in English;
• High level of English – written and spoken.

behaviours we look for in this role:

• Prioritise with purpose
• Deliver excellence
• Communicate clearly
• Care
• Collaborate and listen
• Know our business

What we offer:

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• Holiday entitlement: You’ll be entitled to 22 annual leave days, plus bank holidays and an extra day for your birthday.
• eLearning
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts.
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.
• ...and more

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke. 

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. 

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth. 

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!