Working to meet IT Service Desk Service Level Agreements and individual performance measures.

Handling Incidents and Service Requests raised to the IT Service Desk via telephone, email and Self-Service

Recording accurate, detailed information and tracking incidents from creation until completion in our Service Management Tool, ensuring resolution in a timely manner and to a high standard to minimise disruption to the business

Troubleshooting Hardware and software problems, both on site and remotely for colleagues

Handling a wide array of Service Requests, ranging from password resets to software installs

Where a solution cannot be provided in a timely manner, escalating appropriately to the relevant support teams, both internally and with external 3rd Parties

Preventative maintenance on operational hardware via physical checks and using remote access tools.

Asset management including updating documents on a frequent basis, physical stock counts and ensuring hardware is stored correctly when not in use.

Collaborative working with the operation on ways to improve the service we offer and understand bespoke working methods that suit the operation.

Act as the "eyes and ears" for third party support when there is a live issue on site or when changes are being deployed.

Conducting required operational daily checks and tasks to ensure systems stability.

We are currently recruiting for a 1st Line Analyst to join our IT Service Desk Team. While a Service Desk background is desirable, an interest in IT as well as experience providing excellent customer service in a busy environment is essential. Significant period of change / great opportunity for a motivated individual to add real benefit to our operation. Distribution is the backbone of our business. This opportunity will help lay the foundations on how the distribution centre is supported. The DC IT Team offers great service to our brand-new state of the art distribution centre 24/7 with a shift pattern of 4 on 4 off basis switching between days and nights on a rotating pattern., As this role requires continual customer engagement, a proven track record of providing high quality customer service in a busy, environment is essential. A breadth of knowledge across all Microsoft Office applications is also highly desired.

Shift Pattern: 4 on, 4 off

Pensions - You'll have the opportunity to join the Pets Pension from day one of joining us and the company will contribute to your pension plan so long as you meet the auto-enrolment criteria

"Treats" benefits- an online range of offers and discounts which are available exclusively to Pets at Home Colleagues

Charity Leave- You are entitled to have one paid day's leave each year to work for your favourite animal related charity

Celebrating Special Celebrations? You'll get 1 extra week off and a gift to celebrate your wedding or civil partnership, and a gift from us if you are expecting or adopting a baby