1st Line Analyst - 18 Month FTC

Pets at Home; Greater Manchester, Cheadle; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading company in pet care is seeking an IT Service Desk professional to provide support to over 450 locations. The role involves troubleshooting IT issues, providing excellent customer service, and working in a hybrid environment. Ideal candidates will have strong organizational skills and a passion for technology, supported by a comprehensive training program.

Qualifications

• Proven track record of high-quality customer service.
• Strong organizational skills and problem-solving abilities.
• Interest in IT and technology.

Responsibilities

• Provide IT support to colleagues via phone, email, or self-service.
• Record detailed information in Service Management tool.
• Troubleshoot hardware and software queries.

Skills

Customer Service

Organizational Skills

Problem Solving

Interest in IT

Tools

MS Office

Job description

Location: We welcome applications from those looking for hybrid working, in our Handforth (Cheshire) Office.

About the Role

Our IT Service Desk is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 3 Support Office buildings and our Distribution Centre based in Stafford. We support a variety of services to our colleagues, from Password Resets and Office 365 to software installations and hardware faults.

The role is based in Handforth. It is easily accessed from the A34 bypass or a short walk from Handforth Train Station. We offer free parking if travelling by car and there are a range of facilities onsite that make up a comfortable and welcoming working space for our colleagues.

You would be working across a varied shift pattern between the hours of 08:00 and 20:10, including working 1 in 4 weekends. Once you have completed your training, you will have the opportunity to work from home for some of your shifts each week (approximately 20%)

Key Responsibilities - What you'll be doing

• Speaking with our colleagues, however they choose to contact us, via telephone, email or through our self-service system, listening to their requirements and providing them with timely updates that mean that they can get on with their day while we take care of their IT needs.
• Recording accurate, detailed information in our Service Management tool that helps form a comprehensive account of the incident or request.
• Using our extensive knowledge database, troubleshooting queries across hardware and software, for both colleagues in one of our offices or remotely working from elsewhere.
• Aiming to resolve queries from our colleagues whenever we can the first time they contact us. We are the ‘front door’ of IT and aim to offer a great experience to our customers, recognising that their perception of IT is shaped by us every day.
• Identifying issues that need further help and escalating appropriately to the relevant support teams, both internally and with external 3rd Parties.
• Working closely with the rest of the 1st and 2nd line Service Desk team to share experiences and learning to improve our performance overall.

About You - What you'll bring to the role

• You will have a proven track record of providing high quality customer service in a busy environment. This is essential, as this role will be doing just that.
• You’ll have great organisational skills, alongside a love of problem solving. Being curious and tenacious by nature will really help you to succeed in the role.
• You are likely to have a real interest in IT and technology and any knowledge of MS Office applications along with previous IT service desk experience would be advantageous but is by no means essential. We’ll help you learn our environment through a comprehensive training program supported by regular coaching.
• What is important is an eagerness to learn and develop, alongside a real desire to provide an amazing experience to our colleagues.

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.

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