Service Desk Analyst

CVS Group plc is an AIM listed, international integrated veterinary services provider which delivers to clients through four business areas; our veterinary practices, diagnostic laboratories, and e-commerce division. Our success is derived from the passion our people have for animals and for making pets a priority, it's what is at the heart of our work, every day.

The leadership team of CVS carry the attributes of the animal caring focus throughout the Group. Employees are supported to learn and grow, internal promotions are encouraged and the dynamic environment provides opportunities to really make a difference.

Summary of role:

We are seeking a Service Desk Analyst to be the point of contact for all IT related issues, incidents, service requests and queries. Ensuring user queries or issues are captured, validated and where possible resolved at the first point of contact. If not resolved ensure triaged for further processing through the appropriate user groups. Overall ensuring provision of an excellent customer service to the CVS business.

Location: The role will be Hybrid working with 3 days working in our Diss Head Office and 2 days working from home.

You will participate in a shift rotation covering the hours of 08:00-18:00, with occasional Saturday coverage (1 in 14). Travel to site-based locations may occasionally be required

Key responsibilities and tasks include:

• Provide first point of contact for all IT related, Issues, Incidents, service requests and queries.
• Ensure user queries or issues are captured, validated and where possible resolved at the first point of contact. Any issues requiring escalation are triaged and assigned to the correct resolver group and/or third party.
• Perform advanced troubleshooting for more complex Incidents and requests to ensure all information is captured to assist other resolver group to resolve the issue in a timely manner and within SLA.
• Accountable for management of the lifecycle of a ticket through to resolution. Ensure users are informed of progress, tracking and escalating issues as necessary within defined SLAs
• Daily operational tasks, to include daily application and system checks are performed and issues are highlighted and resolved in a timely manner, in accordance with CVS incident management process.
• Routinely create knowledge articles to assist with team knowledge, the resolution and reduction of overall incidents.

Key skills required:

• Experience working on a service desk or support environment in a similar role.
• At least 2-3 years' experience at resolving issues at first line.
• Strong problem-solving skills and the ability to respond flexibly and with agility in challenging situations, with a ‘can-do' attitude, and the ability to listen empathetically.
• Professional, motivated, outgoing, and organised individual with a structured reliable approach to completing tasks and duties effectively.
• Excellent written, verbal communication and reporting skills, to communicate effectively with internal and external stakeholders at all levels of an organisation.
• Understanding of issues from a user perspective, and the creation and maintenance of knowledge base and support documentation.
• Excellent understanding of core business practices within a complex, enterprise, organisation highly desirable.
• A proven track record in working to strict timescale.

Alongside a salary of £27,000 – £31,500 DOE, we are offering benefits including; 6.6 weeks holiday, buy/sell holiday scheme, 1 day extra holiday per year up to 5 years, pension matched up to 6%, health cash plan – save on everyday health treatment, enhanced maternity/paternity/adoption leave, generous staff discount on pet care and products, and more!

CVS is committed to being a fully inclusive place to work where all our colleagues are encouraged and supported to be themselves, where difference is celebrated and where everyone feels able to deliver their best. We are also determined to build a workforce that is more representative of our diverse communities and the people we provide our services to.