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We’re currently recruiting a 1st Line Analyst to join our Helpdesk, based in Handforth, Cheshire. This is a fast-paced environment – we have over 15,000 colleagues throughout the UK, ranging from our Pet Care Centres, Vet Practices, and our Head Office. You will be joining a close-knit team, where everyone is empowered to work smarter together. Dogs in the office are a big part of our office culture, helping make the working day fun - with plenty of cuddles on offer.

You will be an integral part of the helpdesk team, and if there’s an issue in a store close by, we send members of the team to get hands on and help to fix the issue, which is a great way to build relationships, and act as the face of IT.

Day to day Responsibilities:

• Liaising with Colleague, via phone, email or through our self-service system – Excellent verbal and written communication is essential.


• Troubleshooting queries across hardware and software for colleagues in our offices, or remotely working elsewhere.


• Recording accurate and detailed information that helps form a comprehensive account of the incident or request.


• Aiming to resolve queries for Colleagues the first time an issue is raised.


• Identifying issues that need escalating, either internally or externally to 3rd parties.


• Working closely with your Colleagues in 1st and 2nd Line.

Shift Requirements

Monday - Friday

• Early 8:00 - 16:15


• Middle 10:00 - 18:10


• Late 12:00 - 20:10

Approximately 1 in 5 Weekends

• Saturday 8:00 – 19:10


• Sunday 9:00 – 17:10

About You

You will have previous experience as a 1st Line Analyst/Service Desk Analyst. Customer Service is a crucial part of the role, as you will be liaising with Colleagues regularly. You should also have a keen interest in IT and problem solving, as well as a drive to learn and develop your skills.

If you’re wanting to progress into the IT World, we have opportunities ranging from 2nd Line, Information Security, Infrastructure and App Development.

Benefits & Rewards

To find out more about our Benefits and Reward Package, click here

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.

Press the Apply Now button and in a few short steps we would have received your application. We can’t wait to speak to you about this role!