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Retail Service Desk Analyst

1 month ago

Warrington, Warrington, United Kingdom Betfred Full time
Overview

As a key member of our Helpdesk team at Betfred's Warrington Head Office, you will play a vital role in providing exceptional support to our retail estate. This fast-paced environment requires a professional and proactive individual who can troubleshoot a variety of faults and provide timely resolutions.

Responsibilities
  • Respond to incoming calls from staff across the Betfred shop estate, addressing specific faults and issues.
  • Investigate reported problems, provide diagnostics, and ensure all faults are dealt with appropriately.
  • Prioritize and log each call, ensuring timely resolutions to meet deadlines and Service Level Agreements.
  • Escalate issues, when necessary, to Senior Helpdesk Analysts.
  • Allocate calls to the appropriate Engineer when required.
Requirements
  • Excellent customer service skills, with a professional telephone manner and strong listening skills.
  • Ability to communicate effectively with staff at all levels of the business.
  • Strong attention to detail and ability to work under pressure to tight deadlines.
  • Ability to work independently and as part of a team, with a flexible approach to work and the ability to multitask.
  • Good, all-round basic IT skills and computer literacy are desirable, but full training will be provided.
Benefits
  • Flexible scheduling, with the freedom to choose part-time or full-time opportunities that suit your lifestyle.
  • Earn extra rewards and bonuses to enhance your income.
  • Secure your future with a monthly pension contribution and access to enhanced Maternity and Paternity Pay.
  • Refer and earn cash rewards through our 'Refer a Friend' programme.
  • Enjoy discounts and cashback offers from a diverse range of high-street and online retailers.
  • Benefit from a death in service benefit, a death in service benefit, and a comprehensive Employee Assistance Programme.