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- Tasks: Provide 1st line IT support, manage incidents, and ensure timely resolution.
- Company: Join Pinnacle Pet UK, a leading pet insurer with ambitious growth plans.
- Benefits: Enjoy hybrid working, a supportive culture, and opportunities for personal development.
- Why this job: Make a difference for pet owners while having fun in a diverse team.
- Qualifications: Experience in service management, strong analytical skills, and knowledge of IT systems required.
- Other info: Shift starts at 7.30am with weekend overtime available every six weeks.
The predicted salary is between 30000 - 42000 £ per year.
About Us: Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK.
We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG’s ambition is to create the leading pet insurance and health services platform globally.
Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.
Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work. We know not everyone works best confined to the four walls of the office, which is why we embrace hybrid working. Our teams come together to collaborate in the office when needed, but we also have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, social connections, shared learning autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.
We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff. We are proud of our diversity, which is one of our core strengths. We want all of our people to thrive in an environment where bringing a different perspective is welcomed. We reflect the broad diversity of the customers we serve and we embrace an inclusive working environment.
If you want to work as part of a team, building and delivering something exceptional which will make a difference to pet owners and their pets and if you want to have fun in the process, we would love to hear from you.
To provide a single point of contact to our internal business users and external clients, delivering high quality support and rapid restoration of normal services, acting as 1st line support until the end of June 2025.
Key Responsibilities
- Receive, log and triage calls from the business and process them in a timely manner.
- Provide 1st line support relative to Incident Management process; initial assessment of all Incidents & Service Requests; make first attempt at incident resolution and/or refer to 2nd/3rd line support.
- Take ownership and management of the incident and service request life-cycle, including verification and closure.
- Monitor and escalate procedures relative to the appropriate SLA.
- Keep internal users and external clients informed on request for status and progress.
- Take ownership of the Identity Management Service, including New Starters, Leavers, etc.
- Highlight Customer training and Education needs.
- Support the mobile communication service.
- Deal with 3rd party engineers and suppliers where applicable.
- Produce management information reports.
- Report as necessary on performance against agreed service level targets, objectives, timescales or standards.
- Ensure compliance with appropriate group and industry audit requirements.
- Document key procedures and controls in line with company standards.
- Develop personal or technical skills and capability through on-going training as provided by, or approved by HR.
- Carry out any other task associated with the role as reasonably requested.
Successful Candidates Will Have
- Experience working within a Service Management orientated environment.
- Experience in following formal Incident and Problem Management processes.
- Thorough Active Directory 2000 knowledge.
- Thorough Microsoft Windows XP knowledge.
- Thorough Microsoft Office XP suite knowledge.
- Excellent telephone manner.
- Excellent analytical skills to troubleshoot technical issues.
- Excellent written skills and experience with documenting incidents/service requests and resolutions.
- Excellent organisational skills to manage multiple open incidents/service requests and call backs.
- Sound knowledge of Service Desk and Asset Management software.
- Ability to work to strict SLAs and prioritise workload.
- Team player.
This is a 7.30am start shift with rota weekend overtime available (once every six weeks).
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IT Service Desk Analyst employer: Pinnacle Pet Group
Contact Detail:
Pinnacle Pet Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific tools and software mentioned in the job description, such as Active Directory and Service Desk Management software. Having hands-on experience or even completing online tutorials can give you a significant edge during the interview.
✨Tip Number 2
Brush up on your incident management skills by reviewing common troubleshooting scenarios. Being able to demonstrate your analytical skills and how you approach problem-solving will show that you're ready for the challenges of the role.
✨Tip Number 3
Prepare to discuss your previous experiences in a service management environment. Think of specific examples where you successfully managed incidents or improved processes, as this will highlight your relevant experience and fit for the role.
✨Tip Number 4
Since the role involves communication with both internal users and external clients, practice articulating your thoughts clearly and confidently. Role-playing common support scenarios with a friend can help you refine your telephone manner and ensure you come across as professional and approachable.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management and showcases your skills in incident management, Active Directory, and Microsoft Office. Use keywords from the job description to align your application with what Pinnacle Pet UK is looking for.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for pet healthcare and insurance services. Mention why you want to work for Pinnacle Pet UK specifically and how your background makes you a great fit for the IT Service Desk Analyst role.
Showcase Your Communication Skills: Since excellent written and verbal communication is crucial for this role, ensure your application is free of errors and clearly articulates your thoughts. Provide examples of how you've effectively communicated with clients or team members in past roles.
Highlight Teamwork and Flexibility: Pinnacle Pet UK values collaboration and flexibility. In your application, mention experiences where you worked as part of a team and adapted to changing circumstances, especially in a hybrid working environment.
How to prepare for a job interview at Pinnacle Pet Group
✨Know Your Technical Stuff
Make sure you're well-versed in the technical skills listed in the job description, especially Active Directory and Microsoft Office. Brush up on your troubleshooting techniques, as you'll likely be asked to demonstrate your analytical skills during the interview.
✨Understand Incident Management
Familiarise yourself with formal Incident and Problem Management processes. Be prepared to discuss how you've handled incidents in the past and how you prioritise tasks under pressure, as this will show your ability to manage multiple requests effectively.
✨Showcase Your Communication Skills
Since you'll be the first point of contact for users, it's crucial to demonstrate excellent communication skills. Practice articulating your thoughts clearly and concisely, both verbally and in writing, as you'll need to document incidents and communicate updates to clients.
✨Embrace the Company Culture
Pinnacle Pet UK values diversity and a collaborative work environment. Research their culture and be ready to discuss how you can contribute to a positive team dynamic. Highlight any experiences that showcase your ability to work well in a hybrid setting and your commitment to inclusivity.
