Retail Service Desk Analyst

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., 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 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.


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.
  
  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.