Service Desk Engineer

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: Respond to and resolve incoming incidents and service requests via phone, email, or ticketing system. Log all incidents accurately and in detail within the ITSM system, ensuring complete records of actions taken. Perform initial diagnosis and troubleshooting for networking issues (e.g., connectivity, DNS, DHCP) and Microsoft environments (e.g., Office 365, Active Directory).
• Networking Support: Diagnose and resolve basic networking issues such as IP conflicts, wireless connectivity, and LAN/WAN performance. Assist with the configuration and troubleshooting of network devices like switches, routers, and access points under supervision.
• Microsoft Support: Handle account management tasks such as password resets, user provisioning, and permissions within Microsoft Active Directory and Office 365. Troubleshoot Microsoft Teams, Azure, and Office 365 related queries.
• Connectivity and Voice Support: Troubleshoot and resolve connectivity issues, including broadband and leased line setups. Support VoIP systems and telephony services, addressing call quality issues, dropped connections, and configuration changes. Escalate more complex connectivity and voice issues to specialist teams, providing comprehensive diagnostic information.
• Customer Service Excellence: Deliver outstanding customer service by actively listening to users, empathising with their concerns, and providing clear solutions. Explain technical issues in non-technical terms to ensure users understand the resolution process. Handle customer interactions with professionalism and patience, even in challenging situations.
• Escalation and Collaboration: Escalate unresolved or complex issues to 2nd/3rd line teams or 3rd parties with comprehensive notes and diagnostic information. Collaborate with colleagues to share knowledge and improve team performance.
• Knowledge Management and Improvement: Update and contribute to the knowledge base with common issues, troubleshooting steps, and solutions. Suggest improvements to processes and documentation based on recurring incidents or user feedback.
• ITIL and Process Adherence: Follow ITIL principles for incident, request, and change management. Participate in continuous service improvement initiatives to enhance user experience.

Key Skills and Competencies:

• Technical Expertise: Basic understanding of networking concepts, including DNS, DHCP, VLANs, and VPNs. Familiarity with Microsoft technologies such as Active Directory, Office 365, Teams, and SharePoint.
• Customer Service: Excellent interpersonal and communication skills with a strong customer-focused approach. Ability to remain calm and professional under pressure, providing empathetic support to users.
• Problem-Solving: Logical thinking and methodical approach to diagnosing and resolving technical issues. Strong attention to detail in troubleshooting and documentation.
• Team Collaboration: Effective team player, willing to share knowledge and support colleagues.

Qualifications and Experience:

• Previous experience in an IT support or customer service role (essential).
• Familiarity with networking equipment (e.g., Cisco, Fortinet, or equivalent) is desirable.
• Basic certifications, such as CompTIA Network+, Microsoft Fundamentals, or equivalent, are advantageous.
• ITIL Foundation certification (or willingness to obtain within the first six months).
• Strong desire to learn and progress within IT networking and Microsoft environments.

KPIs (Key Performance Indicators):

• First Call Resolution Rate: High percentage of incidents resolved on first contact.
• Response Time: Consistent adherence to SLAs for ticket response and resolution times.
• Customer Satisfaction: Positive CSAT scores and user feedback.
• Escalation Rate: Low percentage of tickets escalated unnecessarily.
• Knowledge Base Contributions: Regular and accurate updates to the documentation repository.

Our Offering to you:

• Generous Holiday Entitlement - 28 days plus your birthday and all the bank holidays.
• Holiday Purchase Scheme - Purchase 5 days through salary sacrifice.
• Pension - From day one, through salary sacrifice.
• Training, personal development plans, mentoring and coaching - all fully funded.
• Bupa Cash Plan.
• Employee Assistance Program - with mental health support, virtual GP, unlimited counselling, financial support, nutritional advice and a virtual PT.
• Mental Health First Aiders.
• On-site parking.

Equal Opportunities: We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work: Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.