If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.

We are looking for a Service Desk Analyst to join our team at Linnaeus.

This role is working 5 days a week in the office in Shirley and support all Linnaeus Associates.

Main purpose & goals

• Provide an exceptional level of customer service and ensure satisfaction at all customer touch points. Ensuring users are kept up to date on the progress of their service requests.
• Performing triage on all support queries coming into the Service Desk via phone, email. walk-ups or portal and capturing them within ServiceNow. Determining the priority of all issues based on urgency and impact to the business and ensuring any high priority incidents are prioritised, and the escalation process is followed as appropriate.
• Responsible for ensuring support requests are dealt with in accordance with the agreed Linnaeus standard SLA’s.
• Responsible for supporting the JML processes, including supporting new joiners with setting up their IT equipment, ensuring they have the correct access to software to carry out their role from their first day of employment as well as ensuring access for associates leaving the business is locked down in a timely manner.
• Responsible for build, receipt, recovery, recycling and disposal of IT assets. Working closely with the Asset and Procurement Lead to maintain the accuracy of any IT Assets via the CMDB. Carrying out on-site hardware audits and regular stock takes and keeping the build room in an orderly way.
• Providing a first-time fix to common issues such as password resets, Active Directory updates and VPN requests. Contributing to the knowledge base to document fixes and empower end user self-service resolutions.
• Working with external suppliers to ensure all corporate data is backed up each evening successfully and investigate/ resolve any failures.
• Identify and escalate recurring issues or service risks into the service management teams.
• Ensuring that the office workspace is always kept clean and tidy.
• Work closely with other departments within IT to ensure our data is kept safe and secure online adhering to Linnaeus IT governance and controls.

We are proud to be Linnaeus, part of Mars.

Linnaeus is a forward-thinking group of highly respected primary care and specialist referral practices in the UK and Ireland. Being family owned and part of Mars Veterinary Health, the largest veterinary company in the world, allows us to focus on advancing the veterinary profession to provide industry-leading pet care and unique career opportunities for our people.

Why Linnaeus?

-    We pride ourselves in offering high-quality excellence of service and clinical care for our clients and their pets

-    We lead on sustainability and collectively drive positive change for people, pets and the planet

-    We prioritise your mental health and wellbeing – valuing equity, diversity and inclusion

-    We support your personal and professional development with best-in-class career frameworks and training programmes. We will empower and support you to grow your career from day one.

We team up within our Mars family in partnership for a stronger future.

Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We treat each other fairly and equitably and we are committed to fostering a culture that is inclusive and diverse for all our Associates.

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people.

If you would like to apply for this role, please click the ‘Apply’ button or for more information or please reach out directly to our Talent Acquisition team at [email protected]