Retail Service Desk Analyst
4 weeks ago
Job Overview
We are seeking a skilled and enthusiastic Retail Service Desk Analyst to join our team at Betfred. As a key member of our Helpdesk, you will provide exceptional support to our retail estate, resolving a variety of faults and issues that arise in our shops.
This is an excellent opportunity for a first step into IT Support, with no prior experience necessary as full training will be provided. You will work 40 hours per week, with flexibility to choose from 7 days between 8am-9pm.
Key Responsibilities
- Take incoming calls from staff across the Betfred shop estate, troubleshooting hardware, software, and systems-based issues.
- Investigate reported issues, provide diagnostics, and ensure all faults are dealt with appropriately.
- Prioritise and log each call, ensuring all incidents are dealt with in a timely manner to meet deadlines and Service Level Agreements.
- Escalate issues, where necessary, to Senior Helpdesk Analysts.
- Allocate calls to the appropriate Engineer when required.
Requirements
- Excellent customer service skills.
- Professional telephone manner, with excellent listening skills and problem-solving abilities.
- 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 and use own initiative.
- Flexible approach to work, with the ability to multitask.
- Good, all-round basic IT skills and computer literacy (full training will be provided).
Benefits
- Flexible Scheduling: Enjoy the freedom of choosing part-time or full-time opportunities with schedules that suit your lifestyle.
- Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
- Secure Your Future: Build a nest egg with monthly pension contributions, helping you prepare for the future.
- Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
- Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you.
- Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
- Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.
Get Recognised
- Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
- Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
- Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.
Feel Valued
- Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
- Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
- Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
- Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
- Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
- Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns, and more.
- Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
- Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.
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