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- Tasks: Provide top-notch technical support and help maintain IT service reliability.
- Company: Join Vets Now, a leading pet emergency provider with a compassionate mission.
- Benefits: Enjoy 7 weeks leave, health plans, discounts, and a generous CPD allowance.
- Why this job: Make a real difference in saving pets' lives through innovative technology.
- Qualifications: Strong tech skills, customer focus, and a passion for problem-solving.
- Other info: Flexible hybrid work environment with excellent career growth opportunities.
The predicted salary is between 24000 - 27000 £ per year.
Vets Now is looking for an enthusiastic and customer-focused Service Desk Analyst to join our busy Technology Team in Dunfermline. The shift rota is a mix of 8am to 4pm and 12pm to 8pm, with additional support over weekends (1 in 4). Salary ranges from £24,000 to £27,000 DOE plus benefits.
As a Service Desk Analyst, you’ll be the frontline of technical support at Vets Now, providing high-quality assistance to end users and helping maintain the reliability, resilience, and availability of our IT services. In this role, you will:
- Deliver 1st line support and aim for first-time fixes wherever possible.
- Analyse complex issues and escalate appropriately to Tier 3.
- Work closely with external suppliers to maintain a high standard of service.
- Support the coordination of major incidents and ongoing situation reporting.
- Monitor vendor performance and intervene when SLAs or quality standards are not met.
- Assist in continually improving processes, documentation, and 1st line fix capability across the team.
- Work collaboratively with Application and Infrastructure Analysts to drive service improvement.
We’re looking for someone who is passionate about technology and delivering brilliant customer service. You will bring:
Technical Skills- Strong Windows 10 and Office 365 knowledge (including Exchange Online).
- Understanding of networking principles (LAN, WAN, Cisco Meraki).
- Working knowledge of Active Directory.
- Experience supporting Microsoft Server, VMware, MSSQL, and VPN remote access.
- Familiarity with modern printing/scanning technologies.
- Confident in smartphone configuration (Android and iOS).
- Understanding of ITIL (Incident, Problem, Change, and Service Management).
- Experience in fast-paced environments delivering first-time fixes.
- Knowledge of office telephony solutions (e.g., Mitel) — desirable but not essential.
- A natural fit with our Vets Now Values: Caring, Innovation, Responsibility, and Releasing Potential.
- Excellent communication and relationship-building skills.
- Strong problem-solving ability and customer focus.
- A proactive, collaborative team player.
- Enthusiasm for new technologies and continuous improvement.
- High accountability and ownership of tasks.
- Flexibility and willingness to travel if required.
Joining Vets Now means joining a team where innovation, compassion, and professional growth are at the heart of everything we do. You’ll be part of a supportive, solution-driven Technology Team that directly enables lifesaving clinical work across the UK. You’ll also have access to our range of benefits:
- 7 weeks pro rata annual leave
- Your birthday as a paid day off
- Cash Health Plan provided by Simply Health
- Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
- £780 CPD allowance pro-rata
- 10 hours paid CPD hours annually pro-rata
- Family-friendly policies including sick, maternity, paternity, and adoption pay schemes
- UK Standard Pension contributions – 5% Employee/3% Employer
- Up to 50% discounted staff pet care
- Paid volunteering days
- Death in service of two times annual salary
If you want to play a key role in shaping and delivering exceptional IT services for the UK’s leading pet emergency provider, we’d love to hear from you. Apply now and help us support the teams who save pets’ lives.
Service Desk Analyst in Dunfermline employer: Vets Now
Contact Detail:
Vets Now Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Dunfermline
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Vets Now. Understand their mission and values, especially how they focus on saving pets' lives. This will help you connect your skills to their goals during the conversation.
✨Tip Number 2
Practice your tech skills! Brush up on your Windows 10 and Office 365 knowledge, as well as networking principles. Being able to demonstrate your technical expertise confidently can really set you apart from other candidates.
✨Tip Number 3
Show off your customer service skills! As a Service Desk Analyst, you'll be the first point of contact for users. Prepare examples of how you've successfully resolved issues in the past and how you’ve maintained a positive attitude under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Vets Now team!
We think you need these skills to ace Service Desk Analyst in Dunfermline
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Analyst role. Highlight your technical know-how, especially with Windows 10 and Office 365, as well as any customer service experience you've got.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and how you align with Vets Now's values. Don’t forget to mention your problem-solving skills and any relevant experiences that showcase your ability to deliver first-time fixes.
Show Off Your Communication Skills: As a Service Desk Analyst, communication is key! In your application, demonstrate your ability to build relationships and communicate effectively. Use clear and concise language to show us you can explain complex issues simply.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at Vets Now!
How to prepare for a job interview at Vets Now
✨Know Your Tech Inside Out
Make sure you brush up on your Windows 10 and Office 365 knowledge, as well as networking principles. Be ready to discuss your experience with Active Directory and any troubleshooting you've done in the past.
✨Show Off Your Customer Service Skills
Vets Now values customer service highly, so prepare examples of how you've delivered excellent support in previous roles. Think about times when you resolved issues quickly or went above and beyond for a customer.
✨Understand the Role's Responsibilities
Familiarise yourself with the key responsibilities of a Service Desk Analyst. Be prepared to talk about how you would handle first-line support, escalate issues, and work collaboratively with other teams to improve services.
✨Embrace the Company Values
Vets Now is all about caring, innovation, responsibility, and releasing potential. Reflect on how these values resonate with you and be ready to share how you embody them in your work.
