Helpdesk Advisor
Role Overview
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 togethe r
Key Skills for This Role
Full Job Posting
Qualifications
- Experience working within SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn’t essential.
- How 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
- 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.
- This job description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of the role. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
- 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.
- 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.
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 escalate 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.
About Light & Wonder
Public global games company supplying casino hardware, systems, digital games, and charitable gaming to operators and players.
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