Service Desk Analyst

Overview

Vets Now – Service Desk Analyst, Dunfermline – Support Office, Full-time, Permanent

Rota: Monday to Friday from 8am to 8pm (Shifts cover 8am-4pm and 12pm-8pm) along with a fair share of weekends (10am-4pm)

Hybrid – with one day per week in office

Salary – £24,000 – £27,000 DOE plus benefits

At Vets Now, we are driven by a simple mission: to deliver an outstanding technology service that supports our teams in saving pets’ lives. With over 60 critical IT services across our nationwide network, our Technology Team plays a vital role in enabling clinicians and operational colleagues to work efficiently, safely and confidently, day and night.

We’re now 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. The team provide additional support over a weekend which again is rota based (1 in 4). Saturday 10am-4pm Sunday 10am-4pm

The Role

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.

About You

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.

Professional Attributes

• 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.

Why Vets Now?

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

Interested?

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.