At IVC Evidensia, we are 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 aim to have an extraordinary impact on animal lives, supporting around 25,000 animals daily through our international network. IVC Evidensia exists to champion the long-term health and welfare of animals and to deliver our purpose of Healthy Animals, Happy Owners.

The Service Desk Engineer will serve as a primary point of contact for all IVC IT users, providing high-quality customer service and support from our Support Operations Centre in Keynsham or remotely.

Our Service Desk supports over 12,000 colleagues across 1,200 practices with a team of over 400 support staff. Support hours are from 8:00 am to 6:30 pm, Monday to Friday, with limited out-of-hours support as needed.

The role involves accurately recording all support tickets, providing timely resolutions, and maintaining clear communication with customers. The goal is to resolve as many tickets as possible efficiently and effectively.

This role is offered on a 12-month Fixed Term Contract basis.

Key Responsibilities:

1. Support all IVC services in accordance with Service Level Agreements.
2. Respond promptly to tickets, keep customers informed, and ensure resolution within agreed timeframes.
3. Provide desk-side support to employees at the Support Operations Centre.
4. Ensure all tickets are logged correctly with comprehensive data.
5. Troubleshoot IT issues related to software and hardware, including mobile phones, desk phones, laptops, PCs, and printers.
6. Create a positive impression of the Service Desk by building rapport and focusing on customer needs.
7. Communicate updates clearly, professionally, and positively.
8. Contribute to and maintain a knowledge base of technical and non-technical documentation for IT use and self-service.

Experience and Qualifications:

• Basic understanding of Ethernet, TCP/IP, DHCP, DNS, LAN, WAN, and VPN technologies.
• Knowledge of MS Client operating systems - Windows 11 & Teams.
• Experience with ticket management systems.
• Understanding of software licensing and hardware management.
• Exposure to remote support software.
• Proficiency with email and productivity tools such as MS Office 365, Office 2016, Office 2010, SharePoint.

Personal Competencies:

• Proactive with the ability to work in a fast-paced, changing environment.
• Excellent communication skills, both verbal and written.
• Customer-focused attitude with a positive approach.
• Strong listening and empathy skills, adaptable to different customer needs.
• Problem-solving and diagnostic abilities.
• Flexible and adaptable to change.
• Good organizational and time management skills.
• Attention to detail and quality.
• Experience providing remote and in-person user support.

Following your application, our experienced recruitment team will contact you.

We are committed to Diversity, Equality, Inclusion, and Belonging. We welcome candidates from all backgrounds, including those with disabilities or long-term health conditions, and are happy to discuss reasonable adjustments during the recruitment process.

What We Offer:

• Work-life balance
• 26 days annual leave
• Cycle to Work scheme
• Employee wellbeing initiatives
• Pension scheme
• Discretionary bonus
• Staff pet care discounts
• Dog-friendly office environment
• Free parking at Head Office