Service Desk Engineer
The Chocolate Factory | Keynsham, Bristol – Full‑time, Hybrid Working
At inspiring vet care, the UK’s number one vet care provider, you will support a network of veterinary practices, hospitals and support teams across the UK and Ireland. Based at The Chocolate Factory, you will help our technology team deliver reliable systems and responsive support.
How You’ll Make a Difference
As the first point of contact for colleagues seeking IT support, you will provide excellent customer service, resolve technical issues, manage tickets and maintain communication throughout the process.
Working Pattern
* Hybrid working – based at The Chocolate Factory, Keynsham
* Service Desk operating hours: 8:00 am – 6:30 pm, Monday to Friday
* Occasional out‑of‑hours support may be required
General Responsibilities
* Provide support for IT services in line with agreed service levels.
* Process, manage and coordinate responses to support tickets.
* Keep customers updated on ticket progress and resolution.
* Deliver desk‑side support for colleagues based in the Support Operations Centre.
* Ensure tickets are accurately logged with complete information.
* Troubleshoot hardware and software issues including laptops, desktops, printers, mobile devices and telephony systems.
* Build positive relationships with customers through excellent service and communication.
* Work with third‑party suppliers when required.
* Contribute to and maintain technical and user‑facing knowledge base documentation.
* Follow company and IT policies, processes and procedures.
We’re Looking For
* Basic understanding of Ethernet, TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies.
* Knowledge of Microsoft client operating systems.
* Experience using ticket management systems.
* Understanding of software licensing and hardware management.
* Exposure to remote support tools and technologies.
* Experience supporting Microsoft Office, Microsoft 365 and SharePoint environments.
* Strong problem‑solving and diagnostic skills.
* Excellent verbal and written communication skills.
* A customer‑focused approach with a professional and positive attitude.
* Strong organisational skills and attention to detail.
How We’ll Support You
* A key role within a growing Technology function supporting colleagues across the UK and Ireland.
* Opportunities to develop technical expertise and broaden your IT support experience.
* Ongoing learning and development supported by experienced colleagues and specialist teams.
* Exposure to a diverse technology environment across a large multi‑site organisation.
* A collaborative, values‑led culture focused on care, innovation and continuous improvement.
Benefits
* 6.6 weeks’ annual leave plus your birthday off.
* Increasing holiday allowance based on length of service.
* Enhanced family‑friendly policies, including maternity, paternity, adoption, shared parental and surrogacy pay.
* Private medical insurance.
* Employee wellbeing initiatives including Healthcare Cash Plan and Cycle to Work scheme.
* Learning and development opportunities via the inspiring vet care Academy.
* Pension scheme.
* Voluntary benefits including Green Cars salary sacrifice scheme and access to discounts and cashback with hundreds of participating retailers.
Diversity, Equality, Inclusion and Belonging
We are committed to Diversity, Equality, Inclusion and Belonging. As a Disability Confident Employer, we welcome candidates with disabilities and long‑term health conditions and are happy to discuss reasonable adjustments when needed.
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