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.
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…
- 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
- 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
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