Service Desk Analyst

We are seeking a Service Desk Analyst to be the point of contact for all IT related issues, incidents, service requests and queries. Ensuring user queries or issues are captured, validated and where possible resolved at the first point of contact. If not resolved ensure triaged for further processing through the appropriate user groups. Overall ensuring provision of an excellent customer service to the CVS business.,

• Provide first point of contact for all IT related, Issues, Incidents, service requests and queries.
• Ensure user queries or issues are captured, validated and where possible resolved at the first point of contact. Any issues requiring escalation are triaged and assigned to the correct resolver group and / or third party.
• Perform advanced troubleshooting for more complex Incidents and requests to ensure all information is captured to assist other resolver group to resolve the issue in a timely manner and within SLA.
• Accountable for management of the lifecycle of a ticket through to resolution. Ensure users are informed of progress, tracking and escalating issues as necessary within defined SLAs
• Daily operational tasks, to include daily
  
  CVS Group plc is an AIM listed, international integrated veterinary services provider which delivers to clients through four business areas; our veterinary practices, diagnostic laboratories, pet crematoria and e-commerce division. Our success is derived from the passion our people have for animals and for making pets a priority, it's what is at the heart of our work, every day.
The Group generates revenue of more than £m from practices across the UK and Australia, with more than 8, employees across vets, nurses, other clinical employees and within our support office. In a growing pet market, we are well positioned for both organic and acquisitive growth, and significant investment projects are in progress to enhance our infrastructure and central support for the Group. The leadership team of CVS carry the attributes of the animal caring focus throughout the Group. Employees are supported to learn and grow, internal promotions are encouraged and the dynamic environment provides opportunities to really make a difference.