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.