1st Line Analyst (DC)

Pets at Home; Cheadle; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Night shift allowance 20%

Birthday leave

Pension scheme from day one

Colleague discount 20%

Treats benefits

Charity leave

Extra time off for celebrations

Free car parking

Canteen

Gym membership

On-site EV charging

Job summary

Pets at Home is seeking an IT Support professional to provide 1st line advice, hardware/software provisioning, and onsite support at our Stafford Fulfilment Centre. The role operates on a shift rota, including days and nights, with a 20% night shift allowance and a range of colleague benefits.

You will handle incidents end-to-end, triage and route to appropriate teams, and ensure service levels are met across the 24/7 operation, contributing to a connected retail and veterinary services

Qualifications

• Experience in an IT Service Desk or Request Fulfilment role.
• Excellent customer service and communication skills.
• Professional telephone manner and clear spoken English.
• Strong organisational skills with ability to prioritise workload.

Responsibilities

• Fulfilling end-to-end delivery of incidents.
• Capture, detail, and triage incidents accurately.
• Meet SLAs for each incident category and ensure timely resolution.
• Route incidents to appropriate 2nd line or external suppliers when needed.
• Deliver onsite IT support 24/7 at the Stafford Fulfilment Centre.
• Define and review IT incident processes to stay fit-for-purpose.

Skills

IT Service Desk

Customer service

Telephone manner

Organisational skills

Workload prioritisation

Job description

About the Role

This role combines a number of different aspects of IT support; providing 1st line advice and guidance for technical issues, delivering hardware, software and account provisioning requests for colleagues and also providing onsite IT support for all colleagues at our Stafford Fulfilment Centre across both the operation and Support Office.

Our site operates 24/7 and so the role will be worked on a shift rota basis, delivered over days and nights, which attracts an additional shift premium in addition to the base salary.

Rota (On Rotation):

Days

• 4 days on / 4 days off
• 4 days on / 4 days off

Nights

• 4 nights on / 4 nights off
• 4 nights on / 4 nights off

Key Responsibilities:

• Fulfilling end-to-end delivery of incidents
• Ensuring all incidents are captured, detailed and triaged accurately
• Working with the Service Levels (SLAs) assigned to each categorisation of incident, ensuring resolution within SLA
• Identifying and routing incidents to the appropriate 2nd line support teams and external suppliers to ensure a timely resolution
• Delivery of onsite support service 24/7
• Defining, implementing and continually reviewing the IT Incident processes to ensure that these are fit for purpose and meeting the needs of the businesses we support
• Liaising with suppliers/support teams, where IT Incidents cannot be fulfilled at 1st point of contact, to ensure processes are lean, information exchange to progress incident resolution is fit for purpose and service levels are being proactively managed
• Working alongside the Request Analysts to ensure hardware stock is continually maintained in line with Service Request forecasting
• Setting up hardware and software to meet Colleague requirements through the fulfilment of Service Requests
• Working closely with End User Computing to ensure products deployed are strategically aligned and licences are released/reused where possible

About You:

• Previous experience working in an IT Service Desk environment, or Request Fulfilment team
• Great customer service skills
• Professional telephone manner
• Proven organisational skills
• Ability to prioritise own workload and manage expectations

Benefits:

• 20% Night shift allowance
• Birthday leave – 1 day extra leave to celebrate your Birthday
• Pension - You’ll have the opportunity to join the Pets Pension from day one of joining us
• Colleague Discount- 20% discount across Retail, Vets and Grooming
• “Treats” benefits- an online range of offers and discounts which are available exclusively to Pets at Home Colleagues
• Charity Leave- You are entitled to have one paid day’s leave each year to work for your favourite animal related charity
• Celebrating Special Celebrations? You’ll get 1 extra week off and a gift to celebrate your wedding or civil partnership, and a gift from us if you are expecting or adopting a baby
• Free Car Parking
• Canteen
• Gym
• On-site electric vehicle charging

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.