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 reso...