Onsite Helpdesk Advisor — First-Line Gaming Tech Support

LNW Gaming, Inc.; Chadderton; Presencial; GBP 21.000 - 26.000; Jornada completa

Descripción de la vacante

Light & Wonder in the United Kingdom is seeking a Helpdesk Advisor to join our Gaming customer service team. You’ll be the first point of contact for business customers, listening, investigating and resolving faults quickly while keeping them informed throughout.

You’ll thrive on problem solving, enjoy speaking with customers and learning new IT systems. This onsite role follows a 4 days on, 4 days off shift to ensure excellent service delivery across our global business.

Formación

• Experience working within SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn’t essential.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly.

Responsabilidades

• 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 ensure queries meet SLAs and KPIs.
• Recognise when an issue needs additional support and elevate to senior team members or other departments.
• Work with teams across Customer Services, IT and other departments to resolve queries.
• Make proactive customer calls about software releases and installations.
• Handle customer concerns professionally, providing a positive experience even when resolving challenging issues.
• Follow processes and maintain high-quality records.

Conocimientos

Strong communication

Troubleshooting

MS Office

Independent working

Customer service

Herramientas

Astea Call Management System

Descripción del empleo

Light & Wonder in the United Kingdom is seeking a Helpdesk Advisor to join our Gaming customer service team. You’ll be the first point of contact for business customers, listening, investigating and resolving faults quickly while keeping them informed throughout.

You’ll thrive on problem solving, enjoy speaking with customers and learning new IT systems. This onsite role follows a 4 days on, 4 days off shift to ensure excellent service delivery across our global business.