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

·      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. 

·      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. 

Be Rewarded:

• 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.