We welcome applications from those looking for hybrid working, (approximately 40% office, 60% remote split) in our Handforth (Cheshire) Office.
Are you passionate about delivering outstanding IT support and being the go-to person when technology needs a helping hand? Join our dynamic IT Support Team as the vital first point of contact for colleagues across the business. In this fast-paced and rewarding role, you'll manage and triage incoming service requests, ensuring swift resolutions or seamless escalations that keep our teams running smoothly. From provisioning hardware and software to managing system accounts through Active Directory and Azure, you'll play a key role in enabling our colleagues to deliver exceptional service to Pets at Home customers.
You’ll be part of a highly motivated and supportive team, where collaboration and social interaction are at the heart of how we work. There’s a great team atmosphere, and you’ll work closely day to day with wider business support teams including 1st and 2nd line analysts, as well as system support specialists. This role offers fantastic exposure across Pets at Home, with daily interaction with both parts of our key business – our pet care centres and veterinary practices – making it a brilliant opportunity to grow your skills and make a real impact.
Key Responsibilities
1. Acting as the primary interface for IT service requests via ticketing systems and email. These services include the provisioning of hardware and software, as well as systems account management
2. Categorising, prioritising, and assigning requests to appropriate support teams.
3. Identifying issues that need further attention and supporting with escalating appropriately to the relevant support teams, both internally and with external 3rd Parties, overseeing to ensure that resolutions are timely and our customers are keep up to date with progress.
4. Monitoring request queues and ensuring timely follow-up and resolution.
5. Maintaining accurate records of requests and actions taken.
6. Identifying trends and recurring issues to support continuous improvement.
7. Collaborating with technical teams to improve request handling processes.
8. Providing excellent customer service and clear communication to end users.
About You
To thrive in this role, you’ll need a proven track record of delivering high-quality customer service in a fast-paced environment, as this will be at the heart of your day-to-day work. Strong organisational skills and a natural curiosity for problem-solving will help you succeed, especially if you're tenacious and enjoy getting to the root of issues. A genuine interest in IT and technology is important, and while previous experience in IT support or knowledge of MS Office applications is a bonus, it’s not essential—we’ll support your development through comprehensive training and regular coaching.
Outstanding communication and interpersonal skills are key, as you’ll be translating our colleagues’ needs into effective IT solutions with clarity and confidence. Familiarity with ITSM tools such as ServiceNow, Jira, or Ivanti will be helpful in managing incoming requests and scheduling your workload. An analytical mindset, attention to detail, and the ability to work independently while juggling multiple priorities will also serve you well. Most importantly, you’ll bring a strong desire to learn and grow, along with a passion for providing an exceptional experience to our colleagues.