Retail service desk analyst

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