Helpdesk Advisor (iGaming)

Location: Chadderton, United Kingdom; fully onsite. Working pattern: 4 days on, 4 days off.

Company

Light & Wonder builds gaming technology, products, and content for casinos and operators worldwide.

What you will do

• Act as the first point of contact for business customers, answer service calls, understand issues, and provide updates.
• Log and manage faults in the Astea Call Management System with clear, accurate records.
• Own first-line support cases through resolution where possible, troubleshoot faults, and identify potential causes and solutions.
• Manage queries within agreed SLAs and KPIs, escalating issues to senior team members or other departments when needed.
• Collaborate with Customer Services, IT, and other teams; make proactive calls about software releases and installations.
• Handle customer concerns professionally and follow agreed support processes.

Requirements

• Strong verbal and written communication skills, including the ability to explain technical issues clearly.
• Genuine interest in fault finding, troubleshooting, and problem-solving.
• Confidence using computers and everyday systems, including Microsoft Office.
• Good organisation skills and the ability to own queries through to resolution.
• Positive, professional, solutions-focused approach and the ability to remain calm in a busy, fast-paced environment.
• Ability to work independently and recognise when to involve other team members.
• Visa sponsorship is not available; candidates requiring sponsorship now or in the future cannot be progressed.

Nice to have

• Previous experience in customer service, telephone support, helpdesk, or call logging.
• Experience in SLA/KPI-driven environments or knowledge of the UK gaming industry.

Culture & Benefits

• Values include boldness, integrity, continuous improvement, diverse perspectives, and teamwork.
• Build knowledge of gaming products, systems, and customer support processes.
• Develop technical troubleshooting and fault-finding skills through hands-on experience.
• Gain experience across customer service in a global gaming business and build transferable skills.