We welcome applications from those looking for hybrid working, (approximately 40% office, 60% remote split) in our Handforth (Cheshire) Office.
A proactive problem-solver with a keen eye for detail and a passion for delivering exceptional IT support, you’ll be the vital first point of contact in our IT Support Team. In this role, you’ll manage and triage incoming IT service requests, ensuring swift and accurate resolutions or escalations in line with our service level agreements.
Our IT Support Team is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 3 Support Office buildings and a state-of-the-art Distribution Centre.
We support a variety of services for our colleagues, from Password Resets and Office 365 to software installations and hardware faults. Our colleagues from across the business request their IT Services from us, including any hardware and software they need, to help them deliver outstanding services to their customers at Pets at Home. Many of these services involve systems account management and provisioning through Active Directory and Azure, so experience in these platforms will be a strong advantage.

KEY RESPONSIBILITIES – WHAT YOU’LL BE DOING

• Acting as the primary interface for IT service requests via ticketing systems and email. These services include the provisioning of hardware and software, as well as systems account management
• Categorising, prioritising, and assigning requests to appropriate support teams.
• Identifying issues that need further attention and supporting with escalating appropriately to the relevant support teams, both internally and with external 3rd Parties, overseeing to ensure that resolutions are timely and our customers are keep up to date with progress.
• Monitoring request queues and ensuring timely follow-up and resolution.
• Maintaining accurate records of requests and actions taken.
• Identifying trends and recurring issues to support continuous improvement.
• Collaborating with technical teams to improve request handling processes.
• Providing excellent customer service and clear communication to end users.

ABOUT YOU – WHAT YOU’LL BRING TO THE ROLE

• Proven track record of providing high quality customer service in a busy environment. This is essential, as this role will be doing just that.
• Great organisational skills, alongside a love of problem solving. Being curious and tenacious by nature will really help you to succeed in the role.
• A real interest in IT and technology and any knowledge of MS Office applications along with previous IT Support 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.
• Outstanding communication and interpersonal skills. Translating our colleagues’ needs into IT solutions reassuringly and with certainty.
• Proficient in using ITSM tools (e.g. Service Now, Jira, Ivanti) to manage incoming requests and workload scheduling.
• An analytic mindset will help in this role, coupled with great attention to detail and the ability to work independently, managing multiple priorities where needed.
• An eagerness to learn and develop, alongside a real desire to provide an amazing experience to our colleagues.
  We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. 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