Job Description
Our Service Desk aims to provide a friendly, efficient and helpful service to every retail colleague, ensuring all internal processes are followed and that every effort is made to resolve their query at the first point of contact.
We also ensure that third parties are engaged effectively in order to get our in shop technology working as soon as reasonably possible.
As a Retail Tech Support Analyst you will be responsible for the following:
* Professionally managing telephone/self service portal/live chat contacts from our retail colleagues.
* Triage and diagnose reported faults and either support the colleague to first level fault fix or log the task with a 3rd party to ensure a swift resolution.
* Accurately log incidents and ensure all relevant data is captured clearly and accurately.
* Regularly updating incidents logged on the Incident Management System and providing our shop colleagues with a technical solution within Service Level Agreements.
* Escalate incidents where a first time fix is not possible to relevant internal resolver group.
* Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Escalate potential service issues initially with Team Manager/Service Desk Senior Manager
* Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
* Respond to all emails professionally.
Qualifications
* The below 5 skills are essential.
* Proven ability to build effective relationships with colleagues and customers and within a team
* Excellent verbal/written communication skills.
* Ability to organise, prioritise and plan to ensure all deadlines are met.
* Able to deliver high standards of Customer Service and recognise different customer needs.
* Strong multi-tasking skills, as the successful applicant will have a number of tickets open at once.
* The below 4 skills are desirable.
* Good understanding of applying the ITIL framework
* Competent with Microsoft Office
Additional Information
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.
Depending on your role and location, you can expect to receive benefits like
* Healthcare support
* A stake in our success through our ShareSave scheme
* Great development opportunities
* Wellbeing support, and so much more.
* Anual bonus scheme.
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
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At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
Equal Opportunities.
If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.
We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.
We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on race, colour, nationality, ethnic or national origin, religion or belief, sex, gender identity or expression, sexual orientation, age, disability, marital or civil partnership status, pregnancy or maternity, or any other status protected by law.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.