1st Line Service Desk

2 months ago

Warrington, United Kingdom The Portfolio Group Full time

Working as part of a busy, fast paced Helpdesk based at Warrington Head Office, this role focuses on providing excellent, professional support to the Betfred Retail Estate, assisting with the resolution of a variety of faults that can arise in the shops.This is a 1st Line Analyst position which would ideally suit as a first step into IT Support. No experience is necessary as full training will be given.

The hours are 40 per week, to be worked any 5 days from 7, between 8am-9pm, so flexibility is key.

**Key Responsibilities**:

- Take incoming calls from staff across the Betfred shop estate relating to specific faults that have arisen on site.
- Troubleshoot hardware, software and systems-based issues, taking ownership of the fault and providing a 1st line fix wherever possible.
- Investigate reported issues, provide diagnostics & ensure all faults are dealt with appropriately.
- Prioritise and log each call and ensure all incidents are dealt with in a timely manner to ensure deadlines & Service Level Agreements are met.
- Escalate issues, where appropriate, to the Senior Helpdesk Analysts
- Allocate calls to the appropriate Engineer when necessary.

**Experience and Skills**
- Excellent customer service skills.
- Professional telephone manner, with excellent listening skills and the ability to problem solve.
- Ability to communicate effectively with staff at all levels of the business.
- Strong attention to detail
- Ability to work under pressure to tight deadlines.
- Ability to work independently and as part of a team.
- Ability to follow instructions as well as using own initiative.
- Flexible approach to work, with the ability to multitask.
- Good, all-round basic IT Skills & computer literacy are desirable but full training will be given.

Betfred provides services within a licensed and regulated sector and as such all employees will need to be aware of, and work in accordance with, the conditions and codes of practice applied to our operating licence.

**Benefits**
- Enhanced Annual Leave
- Betfred Rewards (Discounts, offers & cashback for various retailers)
- Enhanced Maternity/Paternity
- Employee Assistance Programme
- Eye Test Vouchers
- Enhanced Sick Pay
- Relaxed Dress Code
- Charity Matched Funding
- Friends & Family Recruitment Rewardand more

**P969765LFR**

**INDPENO

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