Service Desk Team Leader (UK Hybrid)

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 12000 colleagues across 1200 practices and over 400 support staff working in our Support Operations Centre located in Keynsham or working from home.

Support is provided from 8.00am to 6:30pm Monday to Friday with limited out of hours support when required.

The Service Desk Engineer will be required to accurately record a detailed description of all tickets taken capturing key information to assist our customers.

The aim of the Service Desk is to resolve as many of these tickets as possible and to monitor, track, own and communicate the resolution of tickets by other IT support teams.

Responsibilities:

• Responsible for providing support for all IVC services in line with agreed Service Level Agreements

• Processing and coordinating timely responses to tickets and keeping customers appraised of progress to achieve resolution within agreed service levels

• Provide desk-side support to all IVC employees in the Support Operations Centre in Keynsham

• Ensuring all tickets are logged and data captured in full and correctly

• Troubleshooting 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 a rapport with customers, focussing on business needs and delivering best possible customer service

• Communicate customer updates in a clear, positive and professional manner

• Work with third-party suppliers as required

• Play an active role in contributing to and maintain a knowledge base of

technical and non-technical documentation used by IT and for self-service.

• Adhere to all company & IT processes & policies

• Be approachable and professional at all times

Do you have experience in WAN?, * 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

• Hardware management

• Exposure to remote support software

• Email and other productivity tools such as MS Office 365, Office 2016, Office 2010, SharePoint

Person Specification/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 verbally and written

• Customer focussed attitude with positive approach.

• Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding and at all levels

• 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

IVC Evidensia is the UK and Europe's leading veterinary care group, made up of over 900 practices and referral hospitals, united by a shared purpose of happier animals, happier owners. At IVC Evidensia, we believe careers should be built without limits. Our people are supported to make more impact, access more career opportunities, and play an active role in their local and professional communities. Through investment in learning, innovation, and wellbeing, we create environments where our teams can grow in confidence, capability, and fulfilment-at every stage of their career. As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation, and strategic impact across the business. Our Technology teams are responsible for the systems and infrastructure that make that work - everything our healthcare professionals need to deliver world-class care. From keeping on top of patient records, health plans, client communications, diary management and dispensing, our teams have a lot to think about and need smarter ways to provide the convenience and expertise that modern Pet owners have come to expect.