1st Line Analyst - 6 Month FTC

Our IT Service Desk is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 4 Support Office buildings and 2 Distribution Centres around the UK. We are currently growing our IT Service Desk team. 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%). We’ll help you learn our environment through a comprehensive training program supported by regular coaching.

Key Responsibilities

• 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

• Proven track record of providing high quality customer service in a busy environment. This is essential, as this role will be doing just that.
• Great organisational skills, alongside a love of problem solving. Being curious and tenacious by nature will really help you to succeed in the role.
• Interest in IT and technology and any knowledge of MS Office applications along with previous IT service desk experience. 
• Eagerness to learn and develop, alongside a real desire to provide an amazing experience to our colleagues.

The role is based in our office at 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.

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. 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.

Our diversity and inclusion vision is that everyone is welcome and feels part of our group. If you think you’re a good match to what we are looking for, and you share our belief that together ‘we’re better with pets’, we’d like to hear from you, whatever your background or circumstances