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. Our mission is to have an extraordinary impact on animal lives, supporting approximately 25,000 animals daily through our international network. IVC Evidensia champions the long-term health and welfare of animals, delivering on our purpose of Healthy Animals, Happy Owners.
The Service Desk Engineer will be part of the Service Desk team, serving as the first point of contact for all IVC IT users. Our Service Desk Engineers provide high-quality customer service and communication support to our head office support team and practices across the UK and Ireland. The IT Service Desk supports over 12,000 colleagues across 1,200 practices and more than 400 support staff, working from our Support Operations Centres located in Keynsham, Bournemouth, London, or remotely.
This role is offered on a 12-month Fixed Term Contract basis.
Key Responsibilities:
Provide support for all IVC services in accordance with Service Level Agreements.
Process and coordinate timely responses to support tickets, keeping customers informed of progress to ensure resolution within agreed service levels.
Offer desk-side support to all IVC employees at the Support Operations Centre in Keynsham.
Ensure all tickets are accurately logged and data is captured correctly.
Troubleshoot IT-related issues, including software and hardware problems 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 their business needs, and delivering excellent customer service.
Communicate customer updates clearly, positively, and professionally.
Contribute to and maintain a knowledge base of technical and non-technical documentation for IT support and self-service use.
Experience and Qualifications:
Basic understanding of Ethernet, TCP/IP, DHCP, DNS, LAN, WAN, and VPN technologies.
Knowledge of Microsoft Client operating systems.
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, and SharePoint.
Individual Competencies:
Proactive and adaptable, capable of working in a fast-paced, changing environment professionally.
Excellent interpersonal and communication skills, both verbal and written.
Customer-focused attitude with a positive approach.
Strong listening and empathy skills, with the ability to tailor support to customers of varying understanding levels.
Problem-solving and diagnostic abilities.
Flexible and adaptable to change.
Excellent organizational and time management skills.
Attention to detail and quality of work.
Experience in remote and in-person user support.
What We Offer: At IVC Evidensia, we recognize our people are key to our success. We invest in our staff, facilities, and processes. Alongside a competitive salary, benefits include:
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
Free parking at Head Office
We are committed to Diversity, Equality, Inclusion, and Belonging. We welcome candidates from all backgrounds, including those with disabilities and long-term health conditions, and are happy to discuss reasonable adjustments during recruitment.
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