Overview

Join to apply for the Service Desk Engineer - 12 Month FTC role at IVC Evidensia.

IVC Evidensia is a leading veterinary services provider in Europe and North America with more than 2,500 clinics and hospitals across 20 countries and around 42,000 employees. We support in the region of 25,000 animals every day to champion the long-term health and welfare of animals and deliver our purpose of Healthy Animals, Happy Owners. The IT Service Desk supports over 12,000 colleagues across 1,200 practices and over 400 support staff in our Support Operations Centre in Keynsham, Bournemouth, London or working from home. This role is offered on a 12 Month Fixed Term Contract basis.

Key Accountabilities / Responsibilities

• Provide support for all IVC services in line with agreed Service Level Agreements
• Process and coordinate timely responses to tickets and keep customers apprised of progress to achieve resolution within agreed service levels
• Provide desk-side support to all IVC employees in the Support Operations Centre in Keynsham
• Ensure all tickets are logged and data captured in full and correctly
• Troubleshoot IT-related issues from software to hardware (mobile phones, desk phones, laptops, PCs, printers)
• Create a positive impression of the Service Desk by building rapport with customers and focusing on business needs
• Communicate customer updates in a clear, positive and professional manner
• Contribute to and maintain a knowledge base of technical and non-technical documentation used by IT and for self-service

Experience / Qualifications

• Basic understanding of ethernet, TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies
• Knowledge of MS Client operating systems
• Knowledge of ticket management
• Software licensing
• Hardware management
• Exposure to remote support software
• Experience with Email and other productivity tools such as MS Office 365, Office 2016, Office 2010, SharePoint

Individual Competencies

• Proactive and able to work in a fast-paced and changing environment while maintaining professionalism
• Excellent interpersonal communication skills, both verbal and written
• Customer-focused attitude with a positive approach
• Excellent telephone manner, listening and empathy; ability to tailor approach to different levels of understanding
• Problem solving and diagnostic skills
• Flexible and adaptable to change
• Excellent organizational skills and time management
• Attention to detail and quality of work
• Remote and in-person user support

What We Offer

In addition to a competitive base salary, you will benefit from:

• Work-life balance
• 26 days annual leave
• Cycle to Work scheme
• Initiatives focused on employee wellbeing
• Pension
• Discretionary Bonus
• Discounted staff pet care
• Dog-friendly office
• Free parking available at Head Office

We are committed to Diversity, Equality, Inclusion and Belonging. We are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are happy to discuss any reasonable adjustments needed during the recruitment process.

Seniority level

• Entry level

Employment type

• Contract

Job function

• Information Technology

Industries

• Veterinary Services