At a Glance
- Tasks: Provide IT support, resolve issues, and deliver hardware/software requests for colleagues.
- Company: Join Pets at Home, where pets inspire our work culture.
- Benefits: Enjoy a 20% night shift allowance, birthday leave, and exclusive discounts.
- Other info: Flexible shifts with opportunities for career growth and a supportive team.
- Why this job: Make a difference in a fun, pet-friendly environment while developing your IT skills.
- Qualifications: Experience in IT support and excellent customer service skills are essential.
The predicted salary is between 40000 - 40000 £ per year.
1st Line Analyst - Stafford DC 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
- 4 days on / 4 days off
- 4 days on / 4 days off
- Nights
- 4 nights on / 4 nights off
- 4 nights on / 4 nights off
Key Responsibilities
- Fulfilling end-to-end delivery of incidents
- Ensuring all incidents are captured, detailed and triaged accurately
- Working with the Service Levels (SLAs) assigned to each categorisation of incident, ensuring resolution within SLA
- Identifying and routin incidents to the appropriate 2nd line support teams and external suppliers to ensure a timely resolution
- Delivery of onsite support service 24/7
- 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
- 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
- Working alongside the Request Analysts to ensure hardware stock is continually maintained in line with Service Request forecasting
- Setting up hardware and software to meet Colleague requirements through the fulfilment of Service Requests
- Working closely with End User Computing to ensure products deployed are strategically aligned and licences are released/reused where possible
About You
- Previous experience working in an IT Service Desk environment, or Request Fulfilment team
- Great customer service skills
- Professional telephone manner
- Proven organisational skills
- Ability to prioritise own workload and manage expectations
Benefits
- 20% Night shift allowance
- Birthday leave - 1 day extra leave to celebrate your Birthday
- Pension - You'll have the opportunity to join the Pets Pension from day one of joining us
- Colleague 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 Colleagues
- Charity Leave- You are entitled to have one paid day's leave each year to work for your favourite animal related charity
• 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
- Free Car Parking
- Canteen
- Gym
- 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.
#LI-DNI
1st Line Analyst - Stafford DC employer: leisurejobs
Giggling Squid is an exceptional employer, offering a vibrant work culture that prioritises family values and a passion for Thai cuisine. With a strong focus on employee development through comprehensive training programmes, competitive salaries, and generous benefits like weekly pay and staff discounts, we ensure our team members feel valued and supported. Join us in Leamington Spa, where you can enjoy a fulfilling career in one of the UK's fastest-growing restaurant groups while embracing the warmth of our unique Thai heritage.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Analyst - Stafford DC
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at leisurejobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like leisurejobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Analyst - Stafford DC
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to leisurejobs:Your cover letter is your chance to shine! Tell us why you want to work at leisurejobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at leisurejobs!
How to prepare for a job interview at leisurejobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
