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Retail Service Desk Analyst Full Time

at Betfred Manchester in Manchester (Published at 23-10-2023)

Job Title:


Retail Service Desk Analyst


Department:


Retail Operations


Location:


Birchwood, Warrington


Reporting To:


Helpdesk Team Leader


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.


Experience and Skills



  • Execellent 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 give


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.


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.


Job Type: Full-time


Benefits:



  • Casual dress

  • Company car

  • Company pension

  • Free parking

  • Gym membership

  • Health & wellbeing programme

  • Referral programme

  • Transport links


Schedule:



  • 8 hour shift


Work Location: In person


Application deadline: 27/10/2023



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