1st Line Analyst - 12 Month FTC

Job Description

Location: We welcome applications from those looking for hybrid working, in our Handforth (Cheshire) Office.

About the Role

As a Service Desk Analyst, you’ll be the first point of contact for our colleagues, supporting them with their IT queries via telephone, email or self-service. You’ll accurately log incidents and requests, use our knowledge base to troubleshoot hardware and software issues, and aim to resolve as many queries as possible at first contact. As the ‘front door’ to IT, you’ll deliver a positive, professional experience while keeping colleagues informed with timely updates. Where needed, you’ll escalate issues to the appropriate internal teams or external partners and work closely with 1st and 2nd line colleagues to share knowledge and continuously improve the service.

Our IT Service Desk is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 2 Support Office buildings and our Distribution Centre based in Stafford.

You’ll 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%).

Shift Pattern:

Monday - Friday

Early 8:00 - 16:15

Middle 10:00 - 18:10

Late 12:00 - 20:10

Approximately 1 in 4 Weekends

Saturday 8:00 – 19:10

Sunday 9:00 – 18:10

Key Responsibilities - What you'll be doing

• 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 - What you'll bring to the Role

• Proven track record of providing high quality customer service in a busy environment.
• Great organisational skills, alongside a love of problem solving. Being curious and tenacious by nature will really help you to succeed in the role.
• A real interest in IT and technology and any knowledge of MS Office applications along with previous IT service desk experience would be advantageous but is by no means essential. We’ll help you learn our environment through a comprehensive training program supported by regular coaching.

What is important is an eagerness to learn and develop, alongside a real desire to provide an amazing experience to our colleagues.

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.