Onsite Gaming Helpdesk Advisor - Fault Resolution Specialist

Global Draw Limited; Manchester; Sur place; GBP 23 000 - 35 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Helpdesk

Troubleshooting

Communication

Microsoft Office

Outils

Astea Call Management System

Description du poste

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.