Onsite Helpdesk Specialist - First-Line Tech Support

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

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.