General Information About
VBET Help Desk (VHD) Team
The VHD specialist provides communication between internal departments, as well as between VBET and SoftConstruct. All internal processes are performed through the VHD team. Almost all processes within our organization (changes, promotions, activation and verification of new products, problems that may arise) are mainly carried out through tasks (requests). All tasks are directed to the VHD team, from where the VHD specialist sends it to the specialist for the given issue. The VHD specialist decides which circles should be involved in the given process taking into account the expectations of the reporter and the expected result.
Meet Our Team
Lilit Tadevosyan
Head of Operational Performance
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Davit Babayan
VHD Team Lead
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VBET Help Desk (VHD) Team
Main functions of the VHD Team:
VHD Team has two directions:
- Change Management
- Incident Management
Change Management - the specialist of this direction carries out the management of applications related to any kind of changes (improvements, additions / reductions, etc.). A calm and focused approach, a deep study of the application, attention to detail and meticulousness are required from the VHD specialist for high-quality performance of the functions of this direction. Any changes that occur on our platform (and website) have their corresponding task type, which is clearly separated from the rest of the types in Service Project:
- For example, "Promotions [issue type]" tasks are relevant from the point of view of implementation of changes, which are opened for the purpose of creation / development of new promotions.
- "Approval [issue type]" tasks are opened at the initial stage of any change in order to receive the appropriate approvals. This is (almost) always done so that before a certain resource is spent, it is approved by the relevant reviewing specialists (e.g. risk managers, regional managers or product teams) and then implemented. Approval tasks always include financial components and a brief, both of which must be reviewed and confirmed
- The work with the "New Game Release [issue type]" task type is also relevant for this direction. Such tasks are opened when new games are to be added to the site, and the VHD specialist solves this tasks according to the clear procedure developed in cooperation with the Product, QA/QM (Quality Assurance/Monitoring) and BC (BetConstruct) teams. The aforementioned procedure may differ somewhat for Regulated markets depending on individual approaches, licensing requirements, etc.
- "Translation [issue type]" tasks are opened to make appropriate changes to the website in any language. First of all, translations of texts are provided by the Translation team, then transferred to the relevant specialists for checking, after which the given content is posted on the website. Some regions, such as UA, BR, TR, etc., require not only translation but also review by local specialists.
- For almost all other changes and improvements, tasks of "Change [issue type]" format are opened. "Complex technical issues and banner-related tasks are also submitted through the 'Change' issue type.
Incident Management - the specialist of this direction carries out the management of tasks related to any type of individual problems and general malfunctions on the website/platform. Since this is mainly about financial losses (where every minute can be decisive), problems with gaming accounts and other elements that harm the business, the VHD specialist is required to be quick and fast oriented for the high-quality performance of the functions of the given direction. The functions of this direction are of two types:
- “Incident [issue type]” – this type of task is used if the problem is general and affects the entire website and all users ((e.g., bugs, game not loading, product issues, payment problems, etc.)
- “Per Client Problems [issue type]” - this type of task is used to solve individual problems of users.
VHD specialist’s responsibilities are:
- Organize and track work processes based on priorities and deadlines as well as manage the time and tasks during shifts.
- Plan and assign required resources, prepare assets, monitor progress and keep stakeholders informed throughout the whole process.
- Inform the team and the team lead about the daily performed / resolved Critical and Major Incidents after each shift.
- Provide specialized examination and diagnostics on all incidents.
- Provide and examine answers to questions as well as guide the relevant employees through corrective actions.
- Understand the task and organize the workflow according to the task description and processes.
- Act as a coach/mentor for newly hired team members.
- Make recommendations regarding the optimization of the work / task process of internal and external teams of VBET.
- Manage additional tasks assigned by management staff.
- Ensure that assigned tickets / tasks are managed efficiently and effectively. Ensure that business impact is identified and minimized.
- If necessary, work on weekends and holidays.
Working procedure:
Based on the work distribution of the department, the same VHD employee manages both Change and Incident tasks separated by regions (skins / websites); each VHD employee is responsible for the management of tasks in their assigned region. The regions under the responsibility of each employee may change over time. This rotation ensures high quality of work and interchangeability of employees.As an exception, the working style with the Design and Content teams is slightly different from the aforementioned procedure. The customer [stakeholder] (e.g.: regional) is in direct contact with the aforementioned teams, conducts all necessary discussions and evaluates the materials, after which, if necessary, opens and transfers the relevant task to the VHD team: for the translation of the text in the material or for posting the material (on the website).
In addition to the above-mentioned regional division, there is also a Grading system in the VHD team, according to which an employee is hired as a junior specialist [Junior 1] and has the opportunity to grow over time and become a senior specialist [Senior 3].
