Service Desk Analyst

Service Desk Analyst Position Available at CVS Group

Are you ready to join an innovative, caring, and inclusive organization that puts pets and people first? CVS Group plc is seeking a passionate Service Desk Analyst to become a vital part of our IT team, where you'll play a key role in delivering exceptional service to our business.

About CVS Group

CVS Group is an international veterinary services provider with a deep commitment to animal welfare. We pride ourselves on our dynamic work environment, promoting internal growth, and fostering a community where everyone can make a real difference.

Role Summary

As a Service Desk Analyst, you'll be the first point of contact for all IT-related issues, incidents, service requests, and queries. Your responsibilities will include:

• Capturing, validating, and resolving user queries or issues at the first point of contact whenever possible.
• Triaging and assigning unresolved issues to the correct resolver group.
• Performing advanced troubleshooting and ensuring timely resolution within SLA.
• Managing the lifecycle of a ticket and keeping users updated.
• Conducting daily operational tasks and creating knowledge articles to aid in reducing incidents.

Location: Hybrid work model with 3 days at our Diss Head Office and 2 days from home.

Hours: Shift rotation covering 07:00-18:00 with occasional Saturday coverage (1 in 14). Travel to site-based locations may be needed.

Key Skills Required

• Experience in a service desk or support environment.
• 2-3 years of experience resolving issues at the first line.
• Strong problem-solving skills and ability to work flexibly under pressure.
• Professional, motivated, and organized with excellent communication skills.
• Ability to understand user perspectives and maintain support documentation.

Benefits

Aside from a competitive salary up to £31,500 DOE, we offer:

• 6 weeks holiday with a buy/sell scheme.
• Pension matched up to 6%.
• Health cash plan for everyday health savings.
• Enhanced maternity/paternity/adoption leave.
• Generous staff discounts on pet care and products.

Our Commitment to Inclusivity

At CVS, we celebrate diversity and are committed to creating an inclusive environment where all employees can thrive. We encourage and support everyone to be their authentic selves, and strive to reflect the diversity of the communities we serve.

Join CVS Group and be part of a team that makes a difference every day. Apply now to become our next Service Desk Analyst!