Retail Service Desk Analyst

at  Betfred

Overview
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.

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.

Skills & Experience

• 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.

Benefits

BE REWARDED:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
• Secure Your Future: Build a nest egg with monthly pension contribution, 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.

• 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