24/7 IT Service Desk Analyst (1st Line) – Multi-Shift

Pets at Home; Stafford; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

20% Night shift allowance

Birthday leave

Pension - Pets Pension from day one

Colleague Discount- 20%

Treats benefits

Charity Leave

Free Car Parking

Canteen

Gym

On-site EV charging

Job summary

Pets at Home is seeking an IT Service Desk professional to provide 1st line support, hardware/software provisioning, and onsite assistance at our Stafford Fulfilment Centre. The role operates on a shift rota with day and night coverage and a premium for nights on top of base pay.

Responsibilities include incident delivery end-to-end, accurate triage, SLA adherence, and coordination with 2nd line and suppliers to achieve timely resolutions.

Qualifications

• Experience in an IT Service Desk or request fulfilment role.
• Strong customer service and professional telephone manner.
• Good organisational skills and ability to prioritise workload.

Responsibilities

• Handle end-to-end delivery of incidents.
• Capture, detail and triage all incidents.
• Work with SLAs to resolve incidents within targets.
• Route incidents to 2nd line or external suppliers for resolution.
• Deliver onsite IT support 24/7 at the Stafford Fulfilment Centre.
• Define and review IT incident processes to stay fit for purpose.
• Liaise with suppliers to ensure lean processes and proactive service levels.
• Maintain hardware stock and fulfil Service Requests.
• Ensure deployments align with End User Computing and license usage.

Skills

IT Service Desk experience

Customer service

Telephone manner

Organisational skills

Workload prioritisation

Job description

Pets at Home is seeking an IT Service Desk professional to provide 1st line support, hardware/software provisioning, and onsite assistance at our Stafford Fulfilment Centre. The role operates on a shift rota with day and night coverage and a premium for nights on top of base pay.

Responsibilities include incident delivery end-to-end, accurate triage, SLA adherence, and coordination with 2nd line and suppliers to achieve timely resolutions.