IT Service Desk - IT Support Apprentice

Stoke-on-Trent ST1 5PU, UK Req #72

10 December 2024

This is a great opportunity to work for the UK’s leading veterinary wholesaler.

Our business provides a next day supply and distribution service through our nationwide network of distribution depots, serving an average of 2750 customers every day.

Working for us you'll receive:

Competitive rates of pay
29 days paid holiday (including bank holidays) (Pro rata)
Staff discounts
Life assurance benefit
Cycle to work Scheme
Free on-site parking and Wi-Fi
A 24/7 confidential employee assistance programme – offering a range of support services to help you to resolve difficulties in your home-life
Savings related Share option plan
Christmas vouchers
Eye-sight vouchers
Company pension scheme

NATIONAL VETERINARY SERVICES LIMITED

JOB DESCRIPTION

Job Title: IT Support (Apprenticeship)

Reports to: IT Service Desk Manager

Department: IT

Business unit: NVSL

Prepared by: IT Service Delivery Manager

Date: May 2023

Main purpose of the role

IT service delivery including Incident, Problem, Change and Release Management processes along ITIL best-practice guidelines, focusing on break-fix and maintenance tasks as well as general user support.

Key Responsibilities

Service Desk functions

Incident management
Problem management
Change management
Release management
1^st line support

ITSM Duties

Full logging of all incidents raised by users and IT, whether RFFs, RFCs or RFIs
Full logging of all steps taken to resolve incidents
Identification of incident trends in order to escalate to problem status in order to reduce incident rates
Capturing of satisfaction feedback from users
Supporting the move to user self-service by ensuring knowledge base articles and training is effective
Supporting the continuous improvement of IT service delivery, improving closure & satisfaction rates

Other Responsibilities but not limited to

Active Directory management, with the creation of new users, day-to-day support issues, and managing leaver accounts
Reinstallation, build, hardware/software fault diagnosis
Mobile device support and asset management
Documenting resolutions to build up and maintain the internal knowledge base articles and create help documents that can be shared with the wider teams.
Occasional travel to other NVS locations to deep dive into challenging issues.
Regular engagement with user base, e.g. weekly tips email, posters, Intranet postings, etc
Software installation
PC / Laptop builds

Progression Opportunities

1st line support
Application Support
Infrastructure Support

Personal attributes:Qualifications, experience, skills, knowledge and competencies required to fulfil the role

REQUIRED

Competent in general IT skills
Naturally customer-facing and service-orientated
Flexible in terms of hours and location
Innovative by nature and happy to experiment with new technology solutions in controlled environments
Pro-active and with a positive, can-do attitude

PREFERRED

Problem-solving ability
Experience of working in a team
Attention to detail

Applicants should be aware that in line with our Drugs and Alcohol policy we reserve the right to conduct random drug and alcohol tests.

NVS Group is committed to equality of opportunity and this underpins our employment and recruitment procedures. We use objective, job-related criteria when making appointment decisions and our selection criteria is based on skills, experience, qualifications, and an ability to do the job.

Due to the large number of applications, we receive, we regret that we will not contact candidates that have not been selected for interview. If you have not heard from us within 2 weeks, you should assume that you have not been successful on this occasion.

By continuing with your application for employment you are confirming you agree with our Privacy Notice which can be found at https://www.nvsweb.co.uk/

Other details

Pay Type Salary
Employment Indicator Apprenticeship

Apply Now

Stoke-on-Trent ST1 5PU, UK