Junior Incident Management Agent - 1st Line Support

Junior Incident Management Agent - 1st Line Support
Camelot Group, United Kingdom

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 27, 2021
Last Date
Mar 27, 2021
Location(s)

Job Description

The Incident Management Team (IMC) have the responsibility to successfully and effectively manage any hardware and software faults for National Lottery terminals, ensuring that the maximum number of terminals are trading at all times.


Please note this role is on a rota shift base working a 37 hour across Monday - Sunday between the hours of 8am - 8pm.


A Place To Be You

We want to create games that appeal to people from all walks of life and we need a rich and diverse blend of people to make that happen. We hire exclusively on talent and we want our employees to feel like they can bring their whole self to work every day.

We have continued recruiting throughout COVID-19 and have been successfully conducting interviews and onboarding new starters virtually since March. This has meant that we have been able to keep our people as safe as possible.

How you'll make a difference

  • Accountability of repair cycle to ensure technical and software faults are resolved within SLA
  • Own and manage the 2nd line support communication to Retailers regarding technical and software faults
  • Consistently use troubleshooting knowledge and expertise of all TNL equipment to maximise Terminal up time.
  • Manage relationships with key stakeholders and 3rd party service providers, providing a central point of contact and expertise
  • Consistent delivery of compliance and quality standard across all processes amp; procedures in line with Camelot and Customer Operations standards
  • Achieving Retailer satisfaction and engagement scores in line with agreed KPI’s

What you'll bring to the table

  • Technically minded, has specialised knowledge/skills in a technical environment
  • Has knowledge of the Retail space, their products and services
  • Customer focused, always putting the customer at the heart of what you're doing.
  • Able to quickly assess and understand Retailer needs, enhancing the Retailer Journey
  • Proactively supports Retailers’ during their repair cycle
  • Ability to work within the defined quality framework
  • A self starter, able to plan and organise and make decisions on own workloads


What we’ll give you

We look after our people. There’s a competitive bonus and benefits scheme, 26 days of annual leave and a rather generous pension scheme. Thinking about your health? No probs - we’ll give you full private medical cover, access to dental schemes, eye care rebates, your annual flu shot, 50% off your annual gym membership, we’ll even give you access to remote health and wellbeing support - including access to a free digital GP and virtual counselling. We’ll give you all of the kit and tools needed to succeed.

We take your development very seriously. We encourage you to treat every day as a learning day, we offer a series of AMAZING Learning Weeks throughout the year and you’ll have access to the Camelot Playbook from day one - a guide to help you be your best.


Why work at Camelot?

Camelot is the home of The National Lottery. We currently turnover in excess of 7 billion per year through our retail and digital channels and we do this with a workforce of just over 1,000 people - this means that every one of us has a part to play and make a difference.

Camelot changes lives for the better - not just for the many millionaire winners we create but with the 30 million a week we raise to thousands of good cause projects across the UK.

On top of this, we placed 35th in the Sunday Times Best 100 Mid Companies 2020.

National-lottery.co.uk is one of the UK’s top e-commerce sites - this is measured by web traffic and we have more than 11 million registered players. We also operate four of the UK’s biggest FMCG brands including the iconic Lotto and EuroMillions.

Want to find out more? Watch our This is what makes us Camelot video or search #ProudToBeCamelot on socials.

Job Specification

Job Rewards and Benefits

Camelot Group

Information Technology and Services - London, United Kingdom
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