Description Work Where Pets Inspire People – IT Support Analyst at StaffordHere 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):Days4 days on / 4 days off4 days on / 4 days offNights4 nights on / 4 nights off4 nights on / 4 nights offKey Responsibilities:Fulfilling end-to-end delivery of incidentsEnsuring all incidents are captured, detailed and triaged accuratelyWorking with the Service Levels (SLAs) assigned to each categorisation of incident, ensuring resolution within SLAIdentifying and routin incidents to the appropriate 2nd line support teams and external suppliers to ensure a timely resolutionDelivery of onsite support service 24/7Defining, implementing and continually reviewing the IT Incident processes to ensure that these are fit for purpose and meeting the needs of the businesses we supportLiaising 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 managedWorking alongside the Request Analysts to ensure hardware stock is continually maintained in line with Service Request forecastingSetting up hardware and software to meet Colleague requirements through the fulfilment of Service RequestsWorking closely with End User Computing to ensure products deployed are strategically aligned and licences are released/reused where possibleAbout You:Previous experience working in an IT Service Desk environment, or Request Fulfilment teamGreat customer service skillsProfessional telephone mannerProven organisational skillsAbility to prioritise own workload and manage expectationsBenefits:20% Night shift allowanceBirthday leave – 1 day extra leave to celebrate your BirthdayPension - You’ll have the opportunity to join the Pets Pension from day one of joining usColleague Discount- 20% discount across Retail, Vets and Grooming“Treats” benefits- an online range of offers and discounts which are available exclusively to Pets at Home ColleaguesCharity Leave- You are entitled to have one paid day’s leave each year to work for your favourite animal related charityCelebrating 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 babyFree Car ParkingCanteenGymOn-site electric vehicle chargingPets 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.#LI-DNI
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