Retail Service Desk Analyst

2 weeks ago


Warrington, Warrington, United Kingdom Betfred Full time

Job Overview

As a key member of the Betfred Retail Estate team, this Helpdesk Support Specialist role focuses on delivering exceptional support to our retail staff, resolving a wide range of technical issues that may arise in our shops.

This is an ideal opportunity for individuals looking to start their career in IT support, with full training provided.

The role involves working a 40-hour week, with flexibility to choose from 7 possible days between 8am-9pm.

Key Responsibilities

  • Respond to incoming calls from retail staff regarding technical issues.
  • Troubleshoot hardware, software, and systems-based problems, providing a first-line fix where possible.
  • Investigate reported issues, provide diagnostics, and ensure all faults are dealt with promptly.
  • Prioritize and log each call, ensuring all incidents are resolved within agreed deadlines and service level agreements.
  • Evaluate and escalate issues to senior helpdesk analysts when necessary.
  • Allocate calls to the appropriate engineer when required.

Requirements and Benefits

  • Excellent customer service skills.
  • Professional telephone manner, with strong 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 meet 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 basic IT skills and computer literacy are desirable, but full training will be provided.

Why Join Us?

  • Flexible scheduling to suit your lifestyle.
  • Opportunities to earn extra rewards and bonuses.
  • Secure your future with our pension scheme.
  • Access to enhanced maternity and paternity pay.
  • Refer a friend and earn cash rewards.
  • Death in service benefit.
  • Discounts and cashback offers from a range of retailers.
  • Long-service recognition program.
  • Peer and manager acknowledgment.
  • Life's milestones celebrated with gifts and extra days off.
  • Always accessible healthcare.
  • Prioritize mental wellbeing.
  • Financial wellbeing package.
  • Savings made easy.
  • Personalized financial guidance.
  • Comprehensive assistance program.
  • Holistic wellbeing tools.
  • Eye care benefits.


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