Onsite Helpdesk Advisor: First‑Line Tech Support for Gaming

Light & Wonder, Inc.; Chadderton; Remote; GBP 26,000 - 32,000; Full time

Job summary

Light & Wonder, Inc. is seeking a Helpdesk Advisor to join our onsite team in Chadderton, United Kingdom. You’ll be the first point of contact for business customers, logging faults, and driving issue resolution with a strong focus on customer experience.

You’ll troubleshoot, update customers on progress, and collaborate with IT and other teams to meet SLAs and KPIs. A proactive, professional approach is essential in a fast-paced environment.

Qualifications

• Experience in SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn’t 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, ensuring 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 are managed within agreed SLAs and KPIs.
• Escalate effectively to senior team members or other departments when needed.
• 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

Troubleshooting

Communications

MS Office

Job description

Light & Wonder, Inc. is seeking a Helpdesk Advisor to join our onsite team in Chadderton, United Kingdom. You’ll be the first point of contact for business customers, logging faults, and driving issue resolution with a strong focus on customer experience.

You’ll troubleshoot, update customers on progress, and collaborate with IT and other teams to meet SLAs and KPIs. A proactive, professional approach is essential in a fast-paced environment.