Retail Service Desk Analyst

4 weeks ago


Warrington, Warrington, United Kingdom Betfred Full time

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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