Trainee Service Desk Technician

18995.00 GBP Annual
01 Dec 2016
08 Dec 2016
Start Date
Trainee Service Desk Technician

SIS is a leading supplier of products and services to the online and retail betting markets, creating innovative and reliable solutions for more than a quarter of a century. Our global delivery of data, streaming, pictures and gaming content enables more than 100,000 betting opportunities a year.

SIS delivers a broad range of products and services across a range of sports, with a focus on horse racing, greyhounds and football. We continually innovate to ensure that our customers can offer the optimum betting experience, and we recently launched a new streaming platform- SIS Stream, and an exciting range of on-demand games.

Position: Trainee Service Desk Technician
Location: Salford, Manchester
Job Type: Full time, Permanent
Hours: initially 160 hours per 4 week period, Monday to Friday 09.00 to 18.00. Once trained, the successful candidate will switch to a 4 on / 4 off fixed rota, operating between the hours of 05.00 to 23.00.
Salary: GBP18,995 initially, rising after training. An increase in salary would be awarded (GBP22.5k) upon shifting to the 4 on/4 off pattern and a further increase once probation has been completed (GBP25k)

Closing date: 06th December 2016


The Trainee Service Desk Technician will work as part of the Service Desk Team to provide a support service to a wide range of customers, including LBOs (Licensed Betting Offices) within the UK and worldwide. This includes answering inbound calls, monitoring email communications, performing diagnostics and dealing with service requests.


• Proactively manage incoming calls from customers in a professional and courteous manner, whilst following Incident Management standards, including the Major Incident process
• Perform thorough diagnostics with the customer over the phone and quickly identify the fault and required remedy in line with customer agreements
• Carrying out problem analysis to resolving issues with the aim of restoring service to the customer as soon as possible escalating incidents to other support teams where necessary
• Log all calls accurately using Hornbill Support Works and update any applicable documentation
• Sourcing and instructing engineers for service calls and processing chargeable calls accurately
• Raising and processing purchase orders and keeping accurate records of costs
• Managing customers to ensure they are fully aware of their responsibilities in respect of resolving service faults and ensuring customers are kept fully updated throughout the life of any fault or request


• Excellent overall IT knowledge and awareness
• Experience supporting, installing / configuring Microsoft Windows 7 or Windows 8 devices
• Experience supporting Microsoft Office 365 and core business applications such as Microsoft Visio and Project
• Basic Active Directory (AD) experience
• Experience with service management ticket based systems
• Strong communication skills, written, verbal and presentational


• Confident to use Microsoft Exchange Server to manage user's mailboxes
• Previous experience of Windows Mobile 8
• Experience of Hornbill Support Works
• Understanding of the ITIL foundation framework

You may have experience of the following: Trainee Service Desk Technician, 1st Line Support, Helpdesk, Service Desk Technician, Helpdesk Technician, 2nd Line, IT Support Engineer, Systems Administrator, Network Engineer etc.

This vacancy is being advertised by EasyWeb Recruitment, the UK's leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.