Service Desk Analyst

Pets at Home; Stafford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a 1st Line Analyst to provide IT support at their Stafford Fulfilment Centre. The role involves resolving IT issues, managing incidents, and delivering hardware and software solutions to colleagues. Ideal candidates will have experience in IT service environments and strong customer service skills. Join a diverse team that values unique contributions and fosters an inclusive workplace.

Qualifications

• Experience in IT Service Desk environment preferred.
• Ability to prioritize workload and manage expectations.

Responsibilities

• Analyze and resolve IT issues for colleagues.
• Provide onsite IT support at the Stafford Fulfilment Centre.
• Ensure incidents are captured and triaged accurately.

Skills

Customer service skills

Stakeholder management

Organisational skills

Job description

Location: We welcome applicants looking to work onsite at out Stafford Fulfilment Centre.

*Please check your commute before applying- Stafford North Park Business Park, Stone Road, Stafford, ST18 9SE*

Shifts: Days & Nights – 4 days on/4 days off - 4 days on/4 days off/ 4 nights on/4 nights off - 4 nights on/4 nights off - additional shift premium in addition to base salary.

About the Role

As 1st Line Analyst you will be responsible for analysing and resolving Colleague IT issues and identifying technical solutions for Colleagues at Stafford Fulfilment Centre.

This role combines 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 Stafford Fulfilment Centre across both the operation and Support Office.

Key Responsibilities

• Fulfilling end-to-end delivery of incidents.
• Ensuring all incidents are captured, detailed and triaged accurately.
• Working with the Service Levels assigned to each categorisation of incident, ensure resolution within SLA.
• Identify and route incidents to appropriate 2nd line support teams and external suppliers to ensure a timely resolution.
• Delivery of onsite support service 24x7
• Defining, implementing and continually reviewing the IT Incident processes to ensure that these are fit for purpose and meet 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 would be advantageous
• Customer service skills
• Stakeholder management
• Professional telephone manner
• Proven Organisational skills
• Ability to prioritise own workload and manage expectations.

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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