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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 39,000 employees. We aim to have an extraordinary impact on animal lives, supporting in the region of 25,000 animals every single day across our international network. IVC Evidensia exists to champion the long-term health and welfare of animals and deliver our purpose of Healthy Animals, Happy Owners.

Overview

Main Purpose of Role: The Service Desk Engineer will work as part of the Service Desk providing a first point of contact to all IVC IT users. Our Service Desk Engineers provide a high standard of customer service and communication for our head office support team and practices in UK and Ireland. The IT Service Desk supports over 12,000 colleagues across 1,200 practices and over 400 support staff working in our Support Operations Centre located in Keynsham or working from home. Support is provided from 8.00am to 6:30pm Monday to Friday with limited out of hours support when required. The Service Desk Engineer will be required to accurately record a detailed description of all tickets taken capturing key information to assist our customers. The aim of the Service Desk is to resolve as many of these tickets as possible and to monitor, track, own and communicate the resolution of tickets by other IT support teams. This role will transition from an on-site role to a hybrid working role upon completion of probation.

Responsibilities

• Responsible for providing support for all IVC services in line with agreed Service Level Agreements
• Processing and coordinating timely responses to tickets and keeping customers appraised of progress to achieve resolution within agreed service levels
• Provide desk-side support to all IVC employees in the Support Operations Centre in Keynsham
• Ensuring all tickets are logged and data captured in full and correctly
• Troubleshooting IT related issues from software to hardware, such as mobile phones, desk phones, laptops, PCs and printers
• Create a positive impression of the Service Desk by building a rapport with customers, focusing on business needs and delivering best possible customer service
• Communicate customer updates in a clear, positive and professional manner
• Work with third-party suppliers as required
• Play an active role in contributing to and maintain a knowledge base of technical and non-technical documentation used by IT and for self-service
• Adhere to all company & IT processes & policies
• Be approachable and professional at all times

Skills/Knowledge

• 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
• Email and other productivity tools such as MS Office 365, Office 2016, Office 2010, SharePoint
• Proactive and able to work in a fast-paced and constantly changing environment whilst acting in a professional manner
• Excellent interpersonal communication skills, both verbally and written
• Customer focussed attitude with positive approach.
• Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding and at all levels
• Problem solving and diagnostic skills
• Flexible and adaptable to change
• Excellent organisational skills and time management
• Attention to detail and quality of work
• Remote and in person user support

What We Offer

At IVC Evidensia we recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. 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
• Discretionary Bonus
• Discounted staff pet care
• Dog Friendly office
• Free Parking available at Head Office

EEO Statement: At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, and 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.

Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: Non-profit Organizations, Veterinary Services, and Hospitals and Health Care

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