IT 1st Line Analyst - 24/7 Service Desk & Provisioning
Pets at Home
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
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
Job description
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
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