Work Where Pets Inspire People – IT Support Analyst at Stafford
Here at Pets at Home, we’re looking for an IT Support Analyst to be responsible for analysing and resolving colleague IT issues, and identifying technical solutions for colleagues, at our Stafford Fulfilment Centre.
About the Role:
This role combines a number of 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 our Stafford Fulfilment Centre across both the operation and Support Office.
Our site operates 24/7 and so the role will be worked on a shift rota basis, delivered over days and nights, which attracts an additional shift premium in addition to the base salary.
Rota (On Rotation):
Days
1. 4 days on / 4 days off
2. 4 days on / 4 days off
Nights
3. 4 nights on / 4 nights off
4. 4 nights on / 4 nights off
Key Responsibilities:
5. Fulfilling end-to-end delivery of incidents
6. Ensuring all incidents are captured, detailed and triaged accurately
7. Working with the Service Levels (SLAs) assigned to each categorisation of incident, ensuring resolution within SLA
8. Identifying and routin incidents to the appropriate 2nd line support teams and external suppliers to ensure a timely resolution
9. Delivery of onsite support service 24/7
10. Defining, implementing and continually reviewing the IT Incident processes to ensure that these are fit for purpose and meeting the needs of the businesses we support
11. 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
12. Working alongside the Request Analysts to ensure hardware stock is continually maintained in line with Service Request forecasting
13. Setting up hardware and software to meet Colleague requirements through the fulfilment of Service Requests
14. Working closely with End User Computing to ensure products deployed are strategically aligned and licences are released/reused where possible
About You:
15. Previous experience working in an IT Service Desk environment, or Request Fulfilment team
16. Great customer service skills
17. Professional telephone manner
18. Proven organisational skills
19. Ability to prioritise own workload and manage expectations
Benefits:
20. 20% Night shift allowance
21. Birthday leave – 1 day extra leave to celebrate your Birthday
22. Pension - You’ll have the opportunity to join the Pets Pension from day one of joining us
23. Colleague Discount- 20% discount across Retail, Vets and Grooming
24. “Treats” benefits- an online range of offers and discounts which are available exclusively to Pets at Home Colleagues
25. Charity Leave- You are entitled to have one paid day’s leave each year to work for your favourite animal related charity
26. 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
27. Free Car Parking
28. Canteen
29. Gym
30. On-site electric vehicle charging
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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