Service Desk Analyst

About the Role

Vets Now is seeking an enthusiastic Service Desk Analyst to join the Technology Team in Dunfermline, supporting over 60 critical IT services across the UK’s leading pet emergency provider. You’ll be the frontline of technical support, working in a hybrid setup with one day per week in the office. The role includes weekday shifts (8am–4pm and 12pm–8pm) with a fair share of weekend support on a 1:4 rota (Saturday and Sunday, 10am–4pm).

In this permanent, full-time position, you’ll work alongside colleagues who are directly enabling lifesaving clinical work across the UK. The Technology Team is solution-driven and supportive, valuing innovation and continuous improvement in everything they do.

Key Responsibilities

• Deliver 1st line support and prioritise first-time fixes wherever possible
• Analyse complex issues and escalate appropriately to Tier 3 when needed
• Work closely with external suppliers to maintain high service standards
• Support the coordination of major incidents and provide ongoing situation reporting
• Monitor vendor performance and intervene when SLAs or quality standards slip
• Continually improve processes, documentation and 1st line fix capability across the team
• Collaborate with Application and Infrastructure Analysts to drive service improvement

Requirements

• 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 and scanning technologies
  • Confident in smartphone configuration (Android and iOS)
  • Understanding of ITIL (Incident, Problem, Change and Service Management)
  • Proven experience in fast-paced environments delivering first-time fixes
  • Knowledge of office telephony solutions (e.g., Mitel) — desirable but not essential
• Professional Attributes:
  • Alignment with Vets Now Values: Caring, Innovation, Responsibility and Releasing Potential
  • Excellent communication and relationship-building skills
  • Strong problem-solving ability with genuine customer focus
  • Proactive, collaborative team player
  • Enthusiasm for new technologies and continuous improvement
  • High accountability and ownership of tasks
  • Flexibility and willingness to travel if required

Benefits

• Competitive salary: £24,000–£27,000 depending on experience
• 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—discounts and cashback with 100s of retailers
• £780 pro rata CPD allowance
• 10 hours paid CPD annually (pro rata)
• Family-friendly policies: enhanced sick, maternity, paternity and adoption pay
• UK Standard Pension: 5% employee / 3% employer contribution
• Up to 50% discounted staff pet care
• Paid volunteering days
• Death in service benefit: two times annual salary

About the Practice

Vets Now is the UK’s leading pet emergency service, operating a nationwide network of critical care clinics and out-of-hours services. The Technology Team plays a vital role in enabling clinicians and operational colleagues to work efficiently, safely and confidently across 60+ critical IT services—supporting the teams who save pets’ lives day and night.

Based in Dunfermline, Scotland (registered office: Penguin House, Castle Riggs, KY11 8SG), Vets Now is part of Vets Now Group Ltd and is driven by values of Caring, Innovation, Responsibility and Releasing Potential. The organisation offers a supportive, solution-driven culture with genuine opportunities for professional growth.