Company Description
Sports betting, gaming, and interactive entertainment are evolving, and we're leading that change by putting people first. We aim to provide exciting, engaging, and entertaining experiences at your fingertips. We're pushing boundaries through innovation and technology, driven by passionate people like you. Join Entain, and make this your game. Let's win together.
Job Description
Our Service Desk strives to deliver friendly, efficient, and helpful support to every retail colleague, ensuring internal processes are followed and queries are resolved promptly. We coordinate with third parties to restore in-shop technology swiftly. As a Retail Tech Support Analyst, your responsibilities include:
* Managing contacts via telephone, self-service portal, and live chat from retail colleagues.
* Triaging and diagnosing faults, supporting first-level fixes, or logging tasks with third parties for resolution.
* Logging incidents accurately with all relevant data.
* Updating incidents regularly in the Incident Management System and providing technical solutions within Service Level Agreements.
* Escalating unresolved incidents to relevant resolver groups.
* Monitoring, progressing, and resolving incidents while maintaining customer satisfaction through proactive updates and escalation when needed.
* Escalating potential service issues to the Team Manager or Service Desk Senior Manager.
* Following up on calls and coordinating with third-party resolvers to meet SLAs.
* Responding professionally to all emails.
The following 5 skills are essential:
* Proven ability to build effective relationships with colleagues and customers.
* Excellent verbal and written communication skills.
* Strong organizational, prioritization, and planning skills to meet deadlines.
* High standards of customer service and understanding of diverse customer needs.
* Strong multi-tasking abilities with multiple tickets simultaneously.
The following 4 skills are desirable:
* Understanding of the ITIL framework.
* Proficiency with Microsoft Office.
Beyond this role, you will have opportunities for recognition, joining a talented team, and being part of an inclusive community where everyone is celebrated for their individuality.
If you require adjustments or accommodations during recruitment, please contact us.
At Entain, we prioritize doing what's right, fostering a diverse, equitable, and inclusive environment. We aim to ensure all our people feel valued, respected, and celebrated for their uniqueness. We adhere to all applicable recruitment laws and employment regulations globally.
Additional Information
We understand that attracting top talent requires a competitive package and support to enable peak performance. Join us for a rewarding career with benefits such as:
* Healthcare support
* A stake in our success through ShareSave schemes
* Development opportunities
* Wellbeing support
* An annual bonus scheme
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