About the Job
Service Desk Analyst
Hybrid – Remote/Dunfermline
Up to £27,500 DOE plus benefits
Vets Now
Vets Now is the UK’s leading out-of-hours veterinary care provider, delivering exceptional emergency and critical care for beloved pets when they need it most.
About the role
We are looking for a Service Desk Analyst to join our Technology team at Vets Now. Our support office is based in Dunfermline, and this will be a hybrid role – remote working with office-based working from our support office on Tuesdays.
The shifts in this role typically include working between Monday-Friday from 8am-8pm. The shift rota is a mix of 8am-4pm and 12pm-8pm shifts. The Technology team also provides additional support over weekends – which is rota based (1:4), Saturdays 10am-4pm and Sundays 10am-4pm.
This role is at the frontline of the Technology team support and requires an extensive understanding of the organisation’s operation and technologies. Our Vets Now Technology team is responsible for over 60 IT services delivered to all users across the company and servicing our external customers.
Key responsibilities
- The post holder will be expected to use their knowledge and expertise to analyse complex problems and provide end users wherever possible with a 1st time fix for all appropriate raised incidents.
- Help coordinate external 3rd party service provider’s resources to ensure that the appropriate level of service is always provided.
- Work closely with the Application and Infrastructure Analysts to develop methods for continuous improvement of 1st line fix capability.
- Monitor vendor performance during service ticket management and resolution.
- Support the Technology Management team with regular Situation Reporting.
- Support the team’s achievement of internal Case Management target resolution timescales and SLA’s.
- Ensure the team is supported in the development of and implementation of any documented procedures and processes.
Key skills required
- Experience supporting complex technology environments using ITSM tools.
- Experience of maintaining business continuity from a technical perspective and effective incident management.
- Good Windows 10 skills covering all aspects of Office 365, including Exchange Online.
- A basic knowledge of modern networking tools and solutions such as LAN, WAN and Cisco Meraki.
- A knowledge of Active Directory and its functions.
- An understanding of Microsoft server, VMware, desktop and MSSQL and VPN Remote Access technologies.
- An understanding of modern remote printer and scanning technologies management and troubleshooting.
- A good understanding of Smartphone set-up and operation (specifically Android and iOS).
- An understanding of ITIL methodology.
- Experience in supporting complex IT Services and the ability to deliver 1st time fixes with minimal support.
- An understanding of modern office telephony solutions.
- An efficient problem solver with good communication skills, with a customer focus.
- Ability to build working relationships with suppliers and business stakeholders.
- Team player who effectively contributes to team discussions.
Benefits
We value our employees and offer a competitive benefits package, including but not limited to:
- 7 weeks annual leave pro rata
- Your birthday as a paid day off
- Family-friendly policies
- Private health cash plan
- Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
- UK Standard Pension contributions – 5% Employee/3% Employer
- Up to 50% discounted staff pet care
Apply at Vets Now
To be considered for this role, please click apply. To get in touch with Angie in our Talent team to discuss further, please email [email protected].
We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.