Location: Watford (Hybrid Working Available) Are you a customer-focused IT professional with a passion for solving problems and making a real impact? We’re looking for a dynamic and technically skilled Service Desk Analyst to join our fast-paced, friendly IT team. What You’ll Do: As the first point of contact for all ICT-related issues across our business you’ll be responsible for: Resolving incidents and fulfilling service requests via Fresh Service Logging and prioritising tickets accurately, following ITIL-aligned processes Documenting triage steps and escalating appropriately to resolver groups Communicating professionally with stakeholders across the Medivet estate Identifying and escalating major incidents swiftly Maintaining SLA compliance and keeping users informed throughout Liaising with 3rd party suppliers to ensure timely resolutions Supporting ad-hoc queries and tasks with a proactive, can-do attitude Managing ticket lifecycle from start to resolution with customer satisfaction at the heart of what you do What You’ll Bring: A passion for working in a collaborative, customer-first environment 1–2 years’ experience in an ITIL environment ITIL 4.0 certification or equivalent experience Strong multitasking and organisational skills Excellent communication and problem-solving abilities Ability to work under pressure and meet tight deadlines Why Medivet Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You'll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.