Darren's Story

What is your role at bet365? Tell us about your team: Their purpose and responsibilities.

My role at bet365 is a Junior Technical Services Engineer. In this role, I have the luxury of experiencing 6 months on the service desk - 1st Line, then 6 months in IT support - 2nd Line. I am coming to the end of the first 6 months on the service desk and the team is very focused but relaxed. They helped me to understand the purpose of the service desk, as we create an environment that puts our colleagues' IT concerns first. Basically, we provide technical assistance to those that require it. But it's more than just fixing the technical issues, it's also how you communicate and interact with customers. We want to make them feel comfortable when visiting the service desk.

Is this your first role with bet365? Tell us about the transition from uni into the workplace.

My transition to bet365 marks my first professional role after completing my university education. Unlike the flexible and self-paced environment of university, I appreciate the structured nature of work. Whether working remotely or in the office, the requirement to be present fosters discipline and allows me to establish a consistent schedule and routine.

"There is limitless opportunities for development and career progression."

What technologies do you work with?

As part of the service desk team, our responsibility extends to comprehending and effectively utilising a wide range of technology systems throughout the organisation. As first-line support, we must be well-versed in various platforms, including Active Directory, Microsoft 365, macOS, Linux, and Windows. This diverse exposure enables us to promptly address enquiries from different departments.

What training did you receive to support you in your role?

My training was a multifaceted approach. Initially, I immersed myself in customer service training by diligently studying Pluralsight videos. Subsequently, I received technical instruction from various engineers. I shadowed them for a week, observing their adeptness in resolving specific issues and learning their diagnostic techniques. Finally, I integrated my customer service and technical knowledge during test calls, where a trainer evaluated my communication skills and ability to swiftly diagnose and address caller concerns.

What is the most challenging part about your role?

One of the most demanding aspects of my role is the diverse array of tools we utilise. Each tool serves distinct functions and purposes, which can be quite intricate. Managing the various functions, logins, and different use cases for these tools can be challenging at times.

What is your biggest achievement so far at bet365?

Over the past 6 months at bet365, my most significant accomplishment has been my adaptability. Transitioning into this unique work environment was initially challenging, as I had not experienced anything quite like it before. However, I have steadily grown in confidence by engaging with colleagues and customers daily. This continuous interaction has allowed me to learn from others while sharing insights about myself.

What do you enjoy about your team?

I derive great satisfaction from my work at the service desk, particularly due to the diverse and talented team I collaborate with. The variety of backgrounds and perspectives within the team provides a rich learning experience, broadening my understanding and enhancing my professional growth.

Would you recommend bet365 — if so, why?

Without hesitation, I wholeheartedly recommend bet365. As a substantial and globally expanding company, it offers an abundance of departments, providing employees with limitless opportunities for development and career progression. Beyond this, the work environment is exceptional — I arrive at work each day with a sense of happiness. The diverse array of colleagues, their distinctive styles, and the delightful breakfast and lunch options contribute to a positive atmosphere. And, of course, the complimentary tea and coffee to keep us all energised.

What tips would you give to somebody applying to bet365?

When applying to bet365, I recommend maintaining a respectful demeanour and authenticity. The organisation comprises a diverse array of individuals, each with unique backgrounds and roles. Whether interacting with executives, managers, or fellow customer service advisors, everyone consistently upholds a respectful tone.