Service Desk Engineer

About Us 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. Team / Function You’ll be part of our IT Service Desk, the first point of contact for over 12,000 colleagues across 1,200 practices in the UK and Ireland. Our Service Desk delivers friendly, reliable IT support to both head office and practice-based teams, operating from our Support Operations Centre in Keynsham and remotely. Support is provided Monday to Friday, 8:00am–6:30pm, with occasional out-of-hours cover. This is a hybrid role, with multiple days per week expected in our Keynsham office. What will you be doing? As a Service Desk Engineer, you’ll deliver a high standard of customer-focused IT support, resolving issues efficiently and ensuring users feel supported every step of the way. Key responsibilities include: Acting as the first point of contact for all IT-related queries, logging tickets accurately and capturing key details Troubleshooting hardware and software issues, including laptops, PCs, printers, mobile and desk phones Resolving incidents wherever possible and owning tickets through to resolution when escalated Providing desk-side support to colleagues at the Support Operations Centre in Keynsham Communicating clearly and professionally with users, keeping them informed on progress Working with third-party suppliers when required Contributing to and maintaining IT knowledge base documentation for internal and self-service use Adhering to IT processes, policies, and agreed Service Level Agreements Who are we looking for? We’re looking for a proactive, customer-focused Service Desk Engineer who thrives in a fast-paced environment and enjoys helping others. You’ll bring: A basic understanding of networking technologies (TCP/IP, DNS, DHCP, LAN/WAN, VPN) Experience supporting Microsoft client operating systems and Office 365 Knowledge of ticket management systems, remote support tools, and hardware lifecycle management Strong problem-solving and diagnostic skills Excellent communication skills with the ability to adapt your approach to different users Experience providing both remote and in-person IT support 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 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.