Helpdesk Advisor

Global Draw; Chadderton; On-site; GBP 21,000 - 27,000; Full time

Job summary

Light & Wonder in the United Kingdom is seeking a Helpdesk Advisor to join our customer service team. You’ll be the first point of contact for business customers, log faults in our Astea system, and guide issues to resolution with a customer-focused approach.

This is an onsite role with a 4 days on, 4 days off shift pattern designed to provide excellent service. You’ll work closely with IT and Customer Services teams to resolve queries and keep customers informed.

Qualifications

• Experience in SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn’t essential.
• Excellent communication and problem-solving skills are required.
• Willingness to learn and provide great customer service in a fast-paced environment.

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 the Astea Call Management System, ensuring information is clear and accurate.
• Take ownership of first-line support calls and follow through to resolution wherever possible.
• Troubleshoot problems by asking the right questions to identify causes and solutions.
• Keep customers updated on progress and adhere to SLAs and KPIs.

Skills

Customer support

Troubleshooting

Communication skills

MS Office

Independent working

Tools

Astea Call Management System

Job description

Gaming: Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

As a Helpdesk Advisor, you'll be part of our customer service team and the first point of contact when our business customers need support. You'll listen, investigate and help resolve faults as quickly as possible, keeping customers informed along the way.

This is a great role for someone who enjoys solving problems, speaking with customers and figuring out what's gone wrong. You don't need to know everything from day one. What matters is that you're curious, comfortable working with technology and motivated to find solutions.

Working pattern: This is a fully onsite role, working a 4 days on, 4 days off shift pattern to enable you to provide our customers with the best service possible.

We're looking for people who share our values:

• Dare to be Bold - We bring courage to work every day and aim for the extraordinary.
• Uphold Integrity - We act with accountability, respect, and honesty in everything we do.
• Never Settle - We continuously challenge ourselves to improve and innovate.
• Celebrate Perspectives - We value diverse thinking and different viewpoints.
• Win as a Team - We support one another and succeed togethe r.

What You'll Do

• 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.

What You'll Bring

• Strong verbal and written communication skills, with the ability to explain technical issues in a clear and straightforward way.
• A genuine interest in fault finding, troubleshooting and problem-solving.
• Confidence using computers and everyday systems, including Microsoft Office.
• Good organisation skills and the ability to take ownership of queries through to resolution.
• A positive, professional and solutions-focused approach.
• The ability to stay calm and organised when working in a busy, fast-paced environment.
• Confidence working independently while knowing when to involve other team members.
• Previous experience in customer service, telephone support, helpdesk or call logging would be useful, but an interest in learning and providing great customer service is just as important.

Qualifications

Experience working within SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn't essential.

How You'll Grow

• Build your knowledge of our products, systems and customer support processes.
• Develop your technical troubleshooting and fault-finding skills through hands‑on experience.
• Gain experience working across customer service across a global business building transferable skills for your future develop

Please note, we are unable to sponsor visas at this time. If you require visa sponsorship now or in the future, we will not be able to progress with your application.

This job description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of the role. The employee in this position may be requested to perform other job‑related tasks and responsibilities than those stated above.