Service Desk Specialist / VBET
About the company
VBET is an award-winning sports betting and gaming operator with 20 years of experience in the industry powered in-house by Betconstruct. We hold over 10 licenses and operate in over 120 countries. VBET’s mission is to give our customers the best betting and gaming experience in a safe and secure environment.
Service Desk Department is one of the most important Departments in VBET, which minimizes the impact of IT incidents on system/service users and reduces the impact on business operations. We welcome Service Desk Specialists who have a passion for building a world-leading brand with us, giving our customers the best betting and gaming experience in a safe and secure environment. If you have the passion, and collaborative spirit, let’s move forward together.
Your tasks
About the Role The successful candidate will be working within a fast-paced, exciting, and highly productive environment. This is a demanding, responsible, varied, exciting and challenging role where a passion for creating and improving processes is essential. In order to satisfy customers and offer them a great user experience, we’re looking for individuals with abilities to provide input into processes and to help drive internal improvements.
- Organize and follow up work processes based on priorities and deadlines, as well as time and task management during shifts
- Plan and designate request resources, prepare assets, monitor progress and keep stakeholders informed the entire way
- Update the team and team lead about daily done/resolved Critical and Major Incidents after each shift
- Provide specialized investigation and diagnosis of all cases
- Provide research answers to the questions and guide through corrective steps
- Understand the task and organize the tasks' workflow regarding the description and processes
- Act as a coach/mentor for newly hired team members
- Make suggestions regarding the optimization of the working/task process within the VBET internal and external teams
- Handle the additional tasks delegated by the management
- Ensure that assigned tickets are managed robustly & effectively and that business impact is identified and minimized
Requirements
- Knowledge of English and Russian languages
- Knowledge of Jira ticketing system, MS Office, and the mailing system
- Knowledge of gambling industry regulations and licensing requirements
- Ability to create and update knowledge base information
- Knowledge of the technical aspects of online gaming platforms, including their architecture, how games are delivered to users, and how customers interact with them
- Understanding of licensing requirements and regulatory frameworks across various jurisdictions
- Understanding of cybersecurity protocols to protect user data
- Ability to work collaboratively across departments and teams to achieve shared goals
- Resilience and adaptability in dynamic or high-pressure environments
- Capability to foster an inclusive and positive organizational culture
- Strong time management skills to prioritize tasks
- Proven analytical and problem-solving abilities
- Strong analytical and communication skills to effectively diagnose requester issues and explain solutions clearly
What we offer
Role Benefits
- Competitive experience-based salaries
- Coverage for the employee health insurance
- Upskilling and reskilling trainings
- Social events, corporate parties
- 4 day offs in a year
- Transportation
Other
About the Role Please note that this job requires working in rotating shifts: morning and evening (10:00 - 18:00, 18:00 - 02:00) Work Location: Onsite Address: Caucasus Complex, 122 Gevorg Chaush St. (adjacent to the "Vahakni" residential community, near the Ashtarak highway).