Service Desk Engineer (9 Month FTC)

Service Desk Engineer The Chocolate Factory | Keynsham, Bristol Full-Time | Hybrid Working At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners. As part of our Central Functions team, you’ll help support a network of veterinary practices, hospitals and support teams across the UK and Ireland. Our Technology teams play a vital role in enabling colleagues to deliver exceptional care by providing reliable systems, responsive support and innovative solutions. Based at The Chocolate Factory in Keynsham, with hybrid working available in line with our Hybrid Working Policy, this is an exciting opportunity to join a growing organisation where technology plays a critical role in supporting over 12,000 colleagues across more than 1,200 practices. How You’ll Make a Difference As a Service Desk Engineer, you will be the first point of contact for colleagues seeking IT support, delivering a high standard of customer service while helping to resolve technical issues efficiently and professionally. You’ll work as part of the Service Desk team, supporting colleagues across the UK and Ireland, ensuring incidents and requests are managed effectively while maintaining excellent communication throughout the resolution process. Working Pattern * Hybrid working based from The Chocolate Factory, Keynsham * Service Desk operating hours between 8:00am and 6:30pm, Monday to Friday * Occasional out-of-hours support may be required General Responsibilities * Provide support for IT services in line with agreed service levels * Process, manage and coordinate responses to support tickets * Keep customers updated on ticket progress and resolution * Deliver desk-side support for colleagues based in the Support Operations Centre * Ensure tickets are accurately logged with complete information * Troubleshoot hardware and software issues including laptops, desktops, printers, mobile devices and telephony systems * Build positive relationships with customers through excellent service and communication * Work with third-party suppliers when required * Contribute to and maintain technical and user-facing knowledge base documentation * Follow company and IT policies, processes and procedures You Might Be a Great Fit If... We’re looking for a proactive and customer-focused IT professional who enjoys solving problems and supporting colleagues in a fast-paced environment. You’ll bring: * A basic understanding of Ethernet, TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies * Knowledge of Microsoft client operating systems * Experience using ticket management systems * Understanding of software licensing and hardware management * Exposure to remote support tools and technologies * Experience supporting Microsoft Office, Microsoft 365 and SharePoint environments * Strong problem-solving and diagnostic skills * Excellent verbal and written communication skills * A customer-focused approach with a professional and positive attitude * Strong organisational skills and attention to detail How We’ll Support You At inspiring vet care, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from: * A key role within a growing Technology function supporting colleagues across the UK and Ireland * Opportunities to develop technical expertise and broaden your IT support experience * Ongoing learning and development supported by experienced colleagues and specialist teams * Exposure to a diverse technology environment across a large multi-site organisation * A collaborative, values-led culture focused on care, innovation and continuous improvement What We Offer Our Team * 6.6 weeks’ annual leave plus your birthday off * Increasing holiday allowance based on length of service * Enhanced family-friendly policies, including maternity, paternity, adoption, shared parental and surrogacy pay * Private medical insurance * Employee wellbeing initiatives including Healthcare Cash Plan and Cycle to Work scheme * Learning and development opportunities via the inspiring vet care Academy * Pension scheme * Voluntary benefits including Green Cars salary sacrifice scheme and access to discounts and cashback with hundreds of participating retailers We’re committed to supporting our people through career development opportunities, wellbeing initiatives and access to world-class learning resources. Whether you’re looking to develop your technical expertise or take the next step in your IT career, inspiring vet care offers the support, opportunity and community to help you grow. What’s in it for you? At IVC Evidensia, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from: A role with real business impact supporting teams across the organisation Clear career pathways with progression opportunities within Central Functions and beyond Ongoing learning and development supported by tailored programmes and resources A collaborative, values-led culture focused on care, innovation, and continuous improvement Flexible working with a remote first working policy Benefits Healthcare Cash Plan Cycle to Work scheme Green Cars salary sacrifice scheme Voluntary benefits: choose from a range of benefits to suit you Discounted staff pet care Access to discounts/cashback with hundreds of participating retailers Diversity, Equality, Inclusion and Belonging At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process. #LI-WL1