Service Desk Analyst

The Opportunity

We are looking to recruit a highly customer focused and technical Service Desk Analyst to join our busy, fast paced and friendly IT Team. Our IT Function is currently evolving, led by our new Head of IT so if you are looking for a pressurised, fast paced environment with exposure to areas in a multi – skill/technical environment, this will be a great opportunity for you to build on your existing skills and experience and learn new skills.

Key Benefits

• Health cash plan (covering dental, physio and optical services) with 24/7 Private GP
• Life Assurance 3 x salary.
• 33 days’ annual leave (including Bank Holidays) rising to 38 with length of service.
• An additional ‘Day for You’, a paid day’s leave for you to use as you wish.
• Access to 24-hour counselling by phone or in person should you feel you need support.
• Internal CPD and access to Clinical Communities.
• Funded certificate opportunities.
• Pension scheme.
• Cycle to Work scheme.
• Discounts on Medivet products and services for your pets.
  
  

Role Accountabilities

• To be the first point of contact for all ICT related issues, resolving Incidents at first point and completing service requests
• Log all tickets on Fresh Service, ensuring accurate detail, prioritising and categorisation of incidents and service requests following the Incident Management Process
• Appropriately documenting triage steps within the Fresh Service Call Logging system before escalating to other resolver groups.
• Communicating in a professional and customer focussed manor with stakeholders at all levels across the Medivet Estate
• Utilise tools provided to troubleshoot and clearly record details on Fresh Service to communicate any Major Incidents to the team and escalate to senior staff/management
• Providing support for any ad-hoc queries/tasks that maybe required and showing ‘can always do ’ attitude at all times
• Ensuring tickets are followed up and users are always provided with progress supporting the SLA’s
• Supporting a wide range of technical/software and communicating with 3rd Party Suppliers to provide a resolution
• Prioritise workload and identify issues from users and raise them quickly to ensure SLA’s are met and customers are happy.
• Flexibility to adapt to conflicting requirements in an ever transforming and changing business environment.
• Take ownership and oversee tickets through to resolution with customer satisfaction
• Be able to triage tickets quickly and efficiently in order to escalate in a timely manner and spot any major incidents
• Support Management in ad hoc tasks and provide updates during the lifecycle of the ticket journey
  
  

Your Skills & Experience

• 1 – 2 years’ experience in an ITIL environment
• Certified ITIL 4.0 or relevant experience
• You are customer focused, organised and able to multitask
• Have willingness and can-do attitude to learn new technologies
• Be able to work well as part of a team and work on your own initiative
• Pragmatic approach and attitude towards technical tasks and challenges to meet stakeholder expectations.
• Excellent problem-solving skills with the ability to identify root cause
• Must be able to communicate clearly
• A demonstrable passion for customer service and personal development
• Ability to work under pressure and to tight deadlines
• Must be flexible in their approach to all related tasks
• Sound organisational and multi-tasking skills with a ‘can do’ attitude
• Be a team player and can motivate yourself, colleagues in a structured, supportive, and proactive manner
• Driven by results and process-oriented mindset and paying attention to detail
  
  

Technical Skills

Supporting over 400 + branches; covering a mixed mode technology environment. Be able to provide support to:

• Networking
  
  

Troubleshoot basic aspects of networking, using tools to triage and diagnose incidents to see tickets to resolution

Basic understanding of networking, ie: IP, DNS, Static IP Address

• Active Directory
  
  

Basic Server Administration (file shares, permissions, 365/Exchange)

Active directory - User Creation, Amendment, Deletion.

Password Reset

• Hardware
  
  

Troubleshooting and diagnosis of hardware, laptops, dell desktops

Troubleshooting and diagnosis of hardware of HP Printers, Copiers

Liaise with 3rd Party providers for installations of scanners, x – ray machines

Any other ad – hoc hardware support

• Telephony systems
  
  

Basic Diagnosis of telephony systems

• Software
  
  

Office 365, Share Point and Windows 10, Citrix

About Us

Medivet is a leading veterinary care provider, with practices across the UK including a number of 24-hour veterinary centres and referral centres. We also have a growing presence overseas with practices in France, Germany and Spain.

We’re proud to support a large, connected and growing community of colleagues who provide exceptional care that’s always there. That’s more than a strapline for us, we truly believe every interaction we have matters and that we can make a real difference. This is as true for our colleagues as it is for our patients and clients. Being part of Medivet means being part of a forward-thinking and caring environment with the very best equipment and treatment options available, and the very best treatment for you as a valued member of the team.

This is the home of talented people like you who want to stand out in their field and whose compassion for animals goes way beyond their job. Join us and be part of our exciting plans for the future.