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- Tasks: Support retail colleagues with tech issues via phone, chat, and self-service.
- Company: Entain is a leader in sports betting and gaming, focused on innovation and people-first experiences.
- Benefits: Enjoy healthcare support, ShareSave schemes, development opportunities, wellbeing support, and an annual bonus.
- Why this job: Join a dynamic team, enhance your tech skills, and contribute to an inclusive culture.
- Qualifications: Strong communication, organisational skills, and customer service experience are essential.
- Other info: Opportunities for recognition and a commitment to diversity and inclusion.
The predicted salary is between 30000 - 42000 £ per year.
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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Retail tech Support Analyst employer: Entain plc
Contact Detail:
Entain plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retail tech Support Analyst
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's mentioned as a desirable skill. Understanding ITIL principles can help you demonstrate your knowledge of incident management and service delivery, which is crucial for the Retail Tech Support Analyst role.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since you'll be interacting with retail colleagues and third-party resolvers, being able to convey technical information clearly and professionally will set you apart from other candidates.
✨Tip Number 3
Showcase your ability to multitask effectively. Prepare examples from your past experiences where you've successfully managed multiple tasks or tickets simultaneously, as this is a key requirement for the role.
✨Tip Number 4
Research Entain's values and culture. Understanding their commitment to diversity, equity, and inclusion will help you align your application with their ethos, making you a more attractive candidate for the team.
We think you need these skills to ace Retail tech Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Retail Tech Support Analyst role. Emphasise your customer service abilities, communication skills, and any experience with IT support or incident management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved issues in previous roles and how you can contribute to Entain's mission of providing excellent support.
Highlight Relevant Skills: In your application, clearly outline your organisational and multi-tasking skills. Provide examples of how you've managed multiple tasks or tickets simultaneously, as this is crucial for the role.
Show Enthusiasm for the Company: Demonstrate your knowledge of Entain and its commitment to innovation and customer satisfaction. Express your excitement about the opportunity to be part of a team that values diversity and inclusivity.
How to prepare for a job interview at Entain plc
✨Know the Company
Before your interview, take some time to research Entain and its role in the sports betting and gaming industry. Understanding their mission to put people first and their commitment to innovation will help you align your answers with their values.
✨Demonstrate Communication Skills
As a Retail Tech Support Analyst, excellent verbal and written communication skills are crucial. Prepare examples of how you've effectively communicated with colleagues or customers in the past, especially in resolving issues or providing support.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you've triaged and diagnosed faults or resolved technical issues. Highlight your approach to problem-solving and how you ensure customer satisfaction while managing multiple tasks.
✨Familiarise Yourself with ITIL
While understanding the ITIL framework is desirable, showing that you have a basic knowledge of it can set you apart. Brush up on key ITIL concepts and be prepared to discuss how they relate to incident management and service delivery.