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Retail Technical Support Desk Agent

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Role area:
Contract type:
Full Time
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Technical Support Agent – Retail IT


  • Providing 1st line helpdesk support to the retail estate;
  • Maintaining a very high standard of customer service;
  • Investigating and resolving as many incidents as possible, taking ownership of issues, co-ordinating multiple support teams when required, and communicating effectively to users throughout;
  • Taking responsibility for logging all reported incidents, and contributing to root cause analysis in order to improve service on an ongoing basis.

Skills & Experience Required:

  • 2+ years in a similar fast paced, results-driven Helpdesk / Desktop Support role
  • Efficient skills in supporting Microsoft products including Windows 7, Windows 10, Active Directory, Exchange 2003/2010, Outlook 2003/2007 and Multiple Web browsers;
  • Working technical knowledge of the PC platform – hardware, software, network and operating systems.
  • Demonstrate a mastery of critical thinking, verbal and written communication, active listening and conflict resolution skills.
  • Attention to the client, interaction and ability to collect information are required to understand quickly the client’s needs.
  • Excellent methodology in fault-finding and following up
  • Ability to prioritise and focus
  • Ability to work on own initiative but also ability to establish good working relationship within team, the business and other IT groups that come into daily contact with.
  • Ability to present ideas in user-friendly language to non-technical staff and end users.
  • Knowledge of Linux command line will be an advantage.
  • Betting industry experience would be viewed very positively