Helpdesk Advisor

Global Draw Limited; Manchester; On-site; GBP 23,000 - 35,000; Full time

Job summary

Light & Wonder in Manchester is seeking a Helpdesk Advisor to join our onsite customer service team. You’ll be the first point of contact for business customers, log faults in our system and drive issues to resolution with clear updates.

You’ll work a 4 days on, 4 days off pattern and collaborate with IT and other teams to deliver a positive service experience while meeting SLA/KPI targets. No visa sponsorship is offered at this time.

Qualifications

• Previous experience in customer service, helpdesk or call logging is useful.
• Ability to explain technical issues clearly and maintain records.
• Experience in SLA/KPI-driven environments is helpful; visa sponsorship is not offered.

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 escape 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

Customer service

Helpdesk

Troubleshooting

Communication

Microsoft Office

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 together

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 escape 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.

Qualifications

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

What 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

Light & Wonder, Inc. is the leading cross-platform global games company. Through our three unique, yet highly complementary businesses, we deliver unforgettable experiences by combining the exceptional talents of our 7,000+ member team, with a deep understanding of our customers and players. We create immersive content that forges lasting connections with players, wherever they choose to engage. At Light & Wonder, it’s all about the games.

The Company is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices.

To review our applicant data use practices, please visit: https://explore.lnw.com/careers/data-privacy/