VCG Technology Services Limited are looking for a Service Desk Engineer with excellent customer service skills to join the team. The Service Desk Engineer is the first point of contact for our customer base where the Engineers respond to and then manage the lifespan of all VCG incidents and service requests, focusing on the restoration of normal service as quickly as possible, minimising the impact on the customers business operations. Our Service Desk Engineers are responsible for both directly resolving incidents and requests, as well as escalating and coordinating with internal resolvers and external third-party partners. Key responsibilities will include but are not limited to: Providing a helpful and polite response to initial contacts into the Service Desk through taking calls, replying to emails, and responding to self-service tickets. Effective logging and fault analysis of new incidents and service requests, including prioritisation and coding of the ticket. Ownership and resolution of incidents and requests within the scope of a Service Desk fix. Escalation and coordination of incidents and requests to internal and external support teams Scheduling and supporting engineers during installations, fault resolution and third-party issues. Providing regular ticket status updates to the end customer Maintaining a technical knowledge of all supported products and undertaking training when necessary to update any required skills set Following the incident management and request fulfilment processes detailed in the call handling manual Fulfilling Service Desk objectives detailed in the service management policy Key Competencies Technically competent Excellent customer service skills Organised Critical thinking and problem-solving skills Communication skills Empathetic Great time management skills Friendly Outgoing Professional Skills & Experience Basic understanding of networking concepts, including DNS, DHCP, VLANs, and VPNs. Familiarity with Microsoft technologies such as Active Directory, Office 365, Azure, Teams and SharePoint. Customer Services experience Experience of working effectively within a team and collaborating with others to achieve goals Good written and verbal communication skills An understanding of ITIL principles for incident, request and change management will be advantageous. At VCG we reward our colleagues generously with competitive salary, training opportunities, pension, excellent holidays, Bupa Cash Plan, EAP, on-site parking, numerous cost effective schemes including cashback savings scheme, home and tech scheme, car scheme and, cycle to work scheme.