1st Line Maintenance Analyst

The main purpose of this role is to be a point of escalation for a busy maintenance desk that supports the Retail estate. To assist in supporting and training the team and to aim to meet the SLA Targets of a call abandonment rate of 3%.

Responsibilities

• Act as the first point of contact for maintenance‑related incidents and service requests.
• Log, categorise, and prioritise incidents accurately in the maintenance or ticketing system.
• Resolve routine, low‑complexity issues using documented procedures.
• Escalate unresolved or complex issues to 2nd line support in line with SLAs.
• Maintain accurate records of incidents, actions taken, and resolutions.
• Update knowledge base articles with fixes or observations where appropriate.
• Ensure maintenance logs are kept up to date.
• Identify when issues exceed 1st line authority or capability.
• Provide clear handover notes to higher‑line teams to support efficient resolution.
• Follow escalation paths and operational guidelines.

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well‑being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you’ll need to succeed – Essential

• Strong verbal communicator.
• IT literate with experience of Microsoft Office, Word, Excel and Outlook.
• Experience working in a similar role.
• Be competent in working autonomously.
• Will have experience operating within a busy call centre environment.
• Will be a problem‑solver and have excellent communication and time management skills.
• Ability to manage multiple priorities, within a fast‑paced environment and follow through on calls to completion.

Personal Characteristics

• Able to follow and carry out instructions.
• Able to remain calm under pressure.
• Proactive approach to work.
• Friendly, approachable attitude towards team and others.
• Able to meet tight deadlines.
• Ongoing commitment to personal development.
• Able to work alone and self‑motivate.
• Resourceful.

Why join a winning team?

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long‑service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary‑based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

Equal Opportunity Statement

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences. If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.