Service Desk Engineer

Kernow Vet Group; Bradley Stoke; Hybrid; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading veterinary care group in the UK seeks a proactive Service Desk Engineer to deliver customer-focused IT support. The position involves troubleshooting hardware and software issues while providing desk-side support. Applicants should have a good understanding of networking technologies and experience with Microsoft operating systems. The role offers career advancement opportunities and a supportive culture centered on ongoing development and wellbeing, with hybrid working arrangements.

Benefits

Cycle to Work scheme

Green Cars salary sacrifice scheme

Discounted staff pet care

Access to discounts with retailers

Qualifications

• Basic understanding of networking technologies.
• Experience supporting Microsoft client operating systems.
• Strong problem-solving and communication skills.

Responsibilities

• Deliver high standard of customer-focused IT support.
• Troubleshoot hardware and software issues.
• Own tickets through to resolution.

Skills

Networking technologies (TCP/IP, DNS, DHCP, LAN/WAN, VPN)

Supporting Microsoft client operating systems and Office 365

Ticket management systems

Remote support tools

Problem-solving skills

Excellent communication skills

Remote and in-person IT support

Job description

IVCEvidensiais 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 IVCEvidensia, 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 IVCEvidensia,we’recommitted to supporting your development and wellbeing. When you join us,you’llbenefitfrom:

• 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
• 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 IVCEvidensia 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.

IVC Evidensia UK

IVC Evidensia, The Chocolate Factory, Keynsham, BS31 2AU, United Kingdom

Any questions before applying?

Speak to Jake Nicholls from our recruitment team who would be happy to help you with any questions you have before applying for this role.