Service Desk Analyst

Head Office IT; Diss; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A leading veterinary services provider is seeking a Service Desk Analyst to handle IT issues and queries. This hybrid role involves working 3 days in the office and 2 days from home. Responsibilities include troubleshooting, managing ticket lifecycles, and improving knowledge documentation. The position offers a salary of £27,000 - £31,500 depending on experience, along with generous benefits including holiday and pension plans.

Benefits

6.6 weeks holiday

Health cash plan

Pension matched up to 6%

Generous staff discount on pet care

Qualifications

• 2-3 years' experience in a similar support role.
• Strong problem-solving skills.
• Excellent communication capabilities.

Responsibilities

• Serve as the first point of contact for IT issues.
• Capture and resolve user queries at first point of contact.
• Perform advanced troubleshooting for complex incidents.

Skills

Experience in service desk or support environment

Problem-solving skills

Excellent communication skills

Ability to maintain a knowledge base

User perspective understanding

Ability to work to strict timescales

Job description

CVS Group plc is an AIM listed, international integrated veterinary services provider which delivers to clients through four business areas; our veterinary practices, diagnostic laboratories, and e-commerce division. Our success is derived from the passion our people have for animals and for making pets a priority, it's what is at the heart of our work, every day.

Summary of role:

We are seeking a Service Desk Analyst to be the point of contact for all IT related issues, incidents, service requests and queries. Ensuring user queries or issues are captured, validated and where possible resolved at the first point of contact. If not resolved ensure triaged for further processing through the appropriate user groups. Overall ensuring provision of an excellent customer service to the CVS business.

Location:

The role will be Hybrid working with 3 days working in our Diss Head Office and 2 days working from home.

Shift details:

You will participate in a shift rotation covering the hours of 08:00-18:00, with occasional Saturday coverage (1 in 14). Travel to site-based locations may occasionally be required.

Key responsibilities and tasks include:

• Provide first point of contact for all IT related, Issues, Incidents, service requests and queries.
• Ensure user queries or issues are captured, validated and where possible resolved at the first point of contact. Any issues requiring escalation are triaged and assigned to the correct resolver group and/or third party.
• Perform advanced troubleshooting for more complex Incidents and requests to ensure all information is captured to assist other resolver group to resolve the issue in a timely manner and within SLA.
• Accountable for management of the lifecycle of a ticket through to resolution. Ensure users are informed of progress, tracking and escalating issues as necessary within defined SLAs
• Daily operational tasks, to include daily application and system checks are performed and issues are highlighted and resolved in a timely manner, in accordance with CVS incident management process.
• Routinely create knowledge articles to assist with team knowledge, the resolution and reduction of overall incidents.

Key skills required:

• Experience working on a service desk or support environment in a similar role.
• At least 2-3 years' experience at resolving issues at first line.
• Strong problem-solving skills and the ability to respond flexibly and with agility in challenging situations, with a ‘can-do' attitude, and the ability to listen empathetically.
• Professional, motivated, outgoing, and organised individual with a structured reliable approach to completing tasks and duties effectively.
• Excellent written, verbal communication and reporting skills, to communicate effectively with internal and external stakeholders at all levels of an organisation.
• Understanding of issues from a user perspective, and the creation and maintenance of knowledge base and support documentation.
• Excellent understanding of core business practices within a complex, enterprise, organisation highly desirable.
• A proven track record in working to strict timescale.

Benefits:

Alongside a salary of £27,000 - £31,500 DOE, we are offering benefits including 6.6 weeks holiday, buy/sell holiday scheme, 1 day extra holiday per year up to 5 years, pension matched up to 6%, health cash plan - save on everyday health treatment, enhanced maternity/paternity/adoption leave, generous staff discount on pet care and products, and more!

CVS is committed to being a fully inclusive place to work where all our colleagues are encouraged and supported to be themselves, where difference is celebrated and where everyone feels able to deliver their best. We are also determined to build a workforce that is more representative of our diverse communities and the people we provide our services to.