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 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
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, Bournemouth, London or working from home. This role is being offered on a 12 Month Fixed Term Contract basis.
Responsibilities
* Respond to and resolve IT incidents and service requests 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, such as mobile phones, desk phones, laptops, PCs and printers.
* Create a positive impression of the Service Desk by building rapport with customers, focusing on business needs and delivering best possible customer service.
* Communicate customer updates in a clear, positive and professional manner.
* Play an active role in contributing to and maintaining a knowledge base of technical and non-technical documentation used by IT and for self-service.
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 knowledge.
* Hardware management experience.
* 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 constantly changing environment whilst acting in a professional manner.
* Excellent interpersonal communication skills, both verbal and written.
* Customer focused attitude with a positive approach.
* Excellent telephone manner, listening and empathy skills; ability to tailor personal approach to customers with different levels of understanding.
* 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. 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
At IVC Evidensia 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 keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.
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