Service Desk Engineer- Fixed Term Contract
SKILLS
FULL DESCRIPTION
Service Desk Engineer- Fixed Term Contract
[Employer hidden — sign up to reveal] is hiring a Service Desk Engineer for a 9-month fixed term contract. The role is based in Solihull (hybrid) and supports over 5,000 associates across the group.
About the Role
We’re looking for a proactive and customer-focused IT Service Desk Engineer to join our Central Support IT team. Supporting over 5,000 associates across the [Employer hidden — sign up to reveal] Group, you’ll play a key role in delivering high-quality, national technical support services. Acting as the primary IT contact for your assigned veterinary practices and referral hospitals, you’ll become a trusted expert—ensuring systems run smoothly and users feel supported at every step. This is a varied, hands-on role combining remote support, on-site visits, and user training.
Roles and Responsibilities
- Acting as the point of contact for all IT incidents and service requests
- Logging and managing tickets via ServiceNow, ensuring timely resolution within SLAs
- Delivering 1st and 2nd line support via phone, remote tools, and in person
- Supporting hardware and software including servers, desktops, printers, and applications
- Taking full ownership of issues from start to resolution
- Escalating complex issues to internal/external teams when required
- Maintaining accurate documentation and updating the Knowledge Base
- Providing end-user training on new systems and tools
- Managing user accounts across business applications (e.g. PMS)
- Monitoring IT assets and ensuring CMDB accuracy
- Identifying recurring issues and escalating risks
- Attending CAB to understand and identify any risks with planned changes. Communicate approved changes to the wider service team.
- Collaborating with wider IT teams to maintain data security and governance
- Supporting change management processes and communicating updates
Skills and Experience
Essential
- At least 2 years’ experience in a similar IT support role
- Strong knowledge of:
- Active Directory
- Office 365
- Windows Desktop & Server operating systems
- Excellent communication skills (written and verbal)
- Ability to multi-task and prioritise effectively
- A self-starter who can work both independently and as part of a team
- Full UK driving licence and access to a vehicle
Additional Information
This is a 9-month Fixed Term Contract. The position is based in Solihull at the [Employer hidden — sign up to reveal] Support Office, 5 days a week in the office (Hybrid working model as per #LI-Hybrid).
[Employer hidden — sign up to reveal] (Mars Veterinary Health Europe) is an equal opportunity employer. For internal candidates/associates, please reach out to the Corporate Recruiter.
Contact: Christina Scimeca, Group Corporate Recruiter.
How to Apply
Apply by submitting your resume through the apply button. If you are a current [Employer hidden — sign up to reveal] Associate, you will need to apply internally by contacting our Talent Acquisition team.