Technical Services Officer - Service Desk

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.

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.
• →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.

• 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.
• Professional working proficiency in English.
• Professional working proficiency in Estonian.

• 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).