VCG Technology Services Limited - Support more conscious, fit-for-purpose, technology investment choices.
The Service Desk Engineers hold a critical role within our business, looking to support customers with incidents and services requests, ensuring tickets are proactively managed with internal and external stakeholders, providing clear and proactive communication to ensure swift resolutions and maintain high levels of customer satisfaction.
Job Purpose:
To provide exceptional first-line technical support with a focus on networking and Microsoft environments. The role involves troubleshooting IT issues, assisting end-users, and escalating more complex problems when required. A strong emphasis is placed on delivering outstanding customer service and adhering to ITIL best practices.
Key Responsibilities:
Incident and Service Request Management:
1. Respond to and resolve incoming incidents and service requests via phone, email, or ticketing system.
2. Log all incidents accurately and in detail within the ITSM system, ensuring complete records of actions taken.
3. Perform initial diagnosis and troubleshooting for networking is...