Helpdesk Support

**Purpose of the Role**
The Helpdesk team is expanding, and we require an individual who can act as a first escalation point for issues that require further investigation from both internal and external entities. Once
received, Helpdesk support will gather information, investigate and attempt to resolve an issue before escalating to the next resolver if required.

**Key Responsibilities**:

- Working with the technical team to support solutions
- Maintain compliance with all company policies and procedures
- Providing Support to Host
- Casino/promotion configuration
- Game Release testing
- Manage daily tickets as well as follow-ups of old open tickets, while maintaining SLA
- Perform related duties as assigned by the supervisor
- Updating diagnostic guides

**Essential Criteria**:

- Grade 12 or equivalent
- Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers
- Must be SLA and Solutions driven to assist the department effectively and efficiently
- Flexibility to work rotational shifts in a 24/7 environment

**Advantageous**:

- IT Qualification
- Online Gaming Experience advantageous
- Must be knowledgeable about the various Game providers and Casinos
- Must have an excellent understanding of Game Rules (Games Terms and Conditions)
- Identify the difference between IT and Game Query issues

**This position requires trust and honesty it has access to customer details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job