Service Desk Analyst - 39 hours

Ref: 26138

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


Location: Handforth with some wfh (approximately 80% office, 20% remote split)

Training: Will be provided

Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF

We are currently growing our IT Service Desk team. If you have an interest in IT, alongside proven experience in a Customer Service environment, then we would love to hear from you.

Our IT Service Desk is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 4 Support Office buildings and 2 Distribution Centres around the UK. We support a variety of services to our colleagues, from Password Resets and Office 365 to software installations and hardware faults.

The role is based in our newly refurbished office at Handforth. It is easily accessed from the A34 bypass or a short walk from Handforth Train Station. We offer free parking if travelling by car and there are a range of facilities onsite that make up a comfortable and welcoming working space for our colleagues. 

You would 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%)

Your day will typically include:

  • 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

  • You will have a proven track record of providing high quality customer service in a busy environment. This is essential, as this role will be doing just that.
  • You’ll have great organisational skills, alongside a love of problem solving. Being curious and tenacious by nature will really help you to succeed in the role. 
  • You are likely to have 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.

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. 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.

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.

Organisation: Pets at Home

Date Posted: 10-06-2024

Expiry Date: 22-06-2024