Gaming Helpdesk Specialist — First‑Line Tech Support

Light & Wonder; Chadderton; On-site; GBP 22,000 - 28,000; Full time

Job summary

Light & Wonder is seeking a Helpdesk Advisor to join its Gaming customer service team onsite. You’ll be the first contact for business customers, log faults in the Astea system, and work to resolve issues quickly while keeping customers informed.

This fully onsite role follows a 4 days on, 4 days off pattern to deliver the best service. Strong communication and problem-solving skills are essential, with a proactive, team-oriented approach.

Qualifications

• Experience in SLA/KPI-driven environments or knowledge of the UK gaming industry is useful but not essential.

Responsibilities

• Be the first point of contact for business customers, answering service calls and understanding the issue they’re experiencing.
• Log and manage faults through our Astea Call Management System, making sure information is clear and accurate.
• Take ownership of first-line support calls and follow them through to resolution wherever possible.
• Troubleshoot problems, asking the right questions to identify potential causes and solutions.
• Keep customers updated on progress and make sure queries are managed within agreed SLAs and KPIs.
• Recognise when an issue needs additional support and elevate effectively to senior team members or other departments.
• Work closely with colleagues across Customer Services, IT and other teams to resolve customer queries.
• Make proactive customer calls when required, including updates relating to software releases and installations.
• Handle customer concerns professionally, providing a positive experience even when resolving challenging issues.
• Follow agreed processes while maintaining accurate, high-quality records.

Skills

Communication skills

Troubleshooting

Problem solving

Microsoft Office

Organisational skills

Customer service

Independent worker

Team collaboration

Tools

Astea Call Management System

Job description

Light & Wonder is seeking a Helpdesk Advisor to join its Gaming customer service team onsite. You’ll be the first contact for business customers, log faults in the Astea system, and work to resolve issues quickly while keeping customers informed.

This fully onsite role follows a 4 days on, 4 days off pattern to deliver the best service. Strong communication and problem-solving skills are essential, with a proactive, team-oriented approach.