2nd Line Technology Support Analyst
Full-time, £23,000 - £27,000

Ref: 11330

Salary: £23,000 - £27,000

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Stafford North Business Park, Stafford, ST18 9SE


Location: Stafford

About the Pets at Home Group

Pets at Home Group Plc is the UK’s leading pet care business; our commitment is to make sure pets and their owners get the very best advice, products and care. We have over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. Our business is fast-paced, innovative and fun and it's our people that make the real difference. This is a fantastic opportunity to come and work for an award-winning company who put people at the very heart of everything they do.

About the Role

This is a fantastic opportunity to develop their career in Technology by joining our new on-site Tech Services Team, supporting all Pets at Home colleagues. We are entering a period of significant change and there is a great opportunity for a motivated individual to add real benefits to our operation. Distribution is the backbone of our business, and this is an opportunity to play a crucial role in our mission to feed the nations pets.

Working in our brand-new state of the art distribution centre in Stafford, you will be part of a busy, professional and highly motivated team based primarily on-site but there will be travel to other sites required on occasion.

As a 2nd line Technology Support Analyst you will have excellent desktop support skills and knowledge of a Distribution Centre & Retail Services environment. You will have previously worked in a 1st line or technical Service Desk role. As a 2nd line Technology Support Analyst you will provide IT support for the Service Management function across the Pets at Home Group.

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

Key Responsibilities

  • Incident / Service Request recording and classification, inputting information into the Service Management Tool and ensuring quality and accuracy of data.
  • Track, triage and manage incidents and service requests from receipt into the 2nd Line Team to completion to ensure resolution in a timely manner and to a high standard to avoid as little disruption to the business as possible, working to Service Level Agreements and providing an excellent level of Customer Service.
  • Routing of Incidents and Requests to further appropriate 3rd Line Internal Support Teams or 3rd Parties if required.
  • Conducting required operational daily checks and tasks to ensure systems stability this will include regular floorwalking ensuring the daily operation of each shift is not interrupted by technology related issues or equipment failures.
  • Triaging faulty equipment and devices and coordinating shipment, collection and return with 3rd party support and staging and set-up of new IT equipment.
  • Providing desktop support
  • Producing knowledge documents and procedures for transfer of activities and tasks to 1st line, improving the Service Desk Team First Time Fix rate.
  • Major Incident Management when required.
  • Correctly follow Incident, Request, Problem, Knowledge, Change, and Asset Management processes, along with Information Security processes and procedures.
  • Support the implementation of new services, from transformation, implementation and BAU, such as O365 and refresh projects across the business, or new software / application implementations and projects.
  • Play an active role in the problem management process identifying and resolving problems and suggesting and implementing service / process improvements in collaboration with other Technology colleagues, 3rd parties and the wider business.
  • Build and configuration of laptops and desktops, along with installation of authorised software, encryption software, Anti-Virus, software updates and patches.
  • Troubleshoot hardware & software problems, such as printers/desktops/servers, POS & hardware/network related issues.
  • Support asset management activities to ensure we know what we have on-site and where it is in the repair cycle.
  • Act as the “eyes and ears” for 3rd party support when there is a live service issue on-site or when changes are being deployed.
  • Participate in the on-call rota, which rotates on a 4 weekly basis, requiring a member of 2nd Line to be available (24/7) for the week to support with business critical out of hours priority issues if required (additional benefit payments apply).

About You

• Competent and methodical administrative experience - able to manage multiple tasks within required timescales.

• ITIL Foundation certification desired but not essential, however requires experience of working within an ITIL process driven environment.

• Confident and assertive communicator, oral and written - able to communicate with colleagues, senior managers, vendors and suppliers.

• Ability to work both independently and in a team.

• Good problem solving skills.

• Although a number of our systems are bespoke and training will be provided for these, previous experience of IT & Desktop support is required.

• Experience of using Landesk / Heat / Ivanti / Sophos software and experience of Software licencing is advantageous.

• Knowledge of Microsoft based operating systems and applications, networking experience & Active Directory required.

• Good working knowledge of PC hardware and software set-up and configuration.

• You must be able to demonstrate experience of, and thrive off, delivering excellent customer service.

• We’re a pet retailer so a passion for Pets is what we’re all about: this is a must!

• Your excellent time management skills will enable you to prioritise and organise your workload.

• You should be able to work both independently (with minimal supervision) as well as part of a team.

• We are looking for a committed, ambitious and motivated individual who has the drive to improve and develop their own skills but also someone who is a real team player.

• Working knowledge of both software and hardware technologies within distribution & retail is beneficial.


Our business never stops and therefore you must be willing to work to defined working schedules, which include a small number of weekends, evenings and bank holidays.

You must hold a full UK driving licence and be willing to travel to other support locations across the Pets at Home Group.

Organisation: Pets at Home

Date Posted: 09-06-2022

Expiry Date: 09-07-2022