Careers

Sabio Group

Level 1 Service Desk Engineer

At the Sabio Group; through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation.

We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.

Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.

We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society.

Our Service Desk Engineers are the first point of contact for our clients, colleagues, and partners. We supply mission-critical support to organisations around the globe using a wide range of technologies from traditional phone systems to AI powered chat bots. 

Our mission is to provide excellent customer service combined with our industry and product ability to resolve issues for our clients as quickly as possible and sometimes even before they have noticed an issue at all.  

The primary aim of this role is close incidents as quickly as possible, often achieving our first-time resolution goals. You will build rapport with our customers and keep them up to date with the progress of their incidents and requests. You will be part of a proactive Service Desk, trying to stay ahead of the game using our systems and intuition to predict and prevent issues.  

Key Responsibilities

  •  Be the first point of contact for our customers when they log a fault via the phone or our Self-service portal.
  • Log all incidents in the IT Service Management Tool (Service Now), ensuring appropriate and consistent detail is captured and updated along with further Triaging where required.
  • Ensure incidents are logged and managed in line with contractual SLA agreements. Investigate technical issues and implement documented and approved resolutions to ensure our clients receive best in class service.
  • Ensure the customer is kept informed of the progress of the incident/service request. via the ITSM tool or telephone.
  • Follow escalation processes to ensure incidents are assigned to the relevant. team/individual and are resolved in an efficient and timely manner.
  • Troubleshoot faults at Level 1 and within own experience level.
  • Work with our vendors to resolve customer issues quickly.
  • Log, manage and escalate where required on our third-party suppliers' portals. Provide support and carry out remote access for our third-party suppliers'.
  • Actively monitor customers environments using our in-house built monitoring platform as well as other monitoring platforms.
  • Identify areas of own knowledge for inclusion in knowledgebase to assist others with resolution of incidents.

Skills Knowledge and Expertise

Required skills, experience & knowledge
  • Experience working in a customer-facing role.
  •  Excellent communication skills.
  •  Technical troubleshooting experience or technical background.

Desirable skills, experience & knowledge 
  • Educated to degree level ideally in a related discipline.
  • Familiarity with Service Now or Jira. 
  • Any relevant technical certifications.
  • Exposure to contact centre environments.  

Behaviours

  • Coping well with pressure.
  • Proactive and self sufficient 
  • Analytical 
  • Focused 
  • Confident
  • Positive mindset 

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include
  • Pension Scheme
  • Remote/Flexible work
  • Life insurance
  • Private health and dental care
  • Cycle to work 
  • 28 days paid holiday a year- (this includes three Sabio days)
  • LinkedIn Learning 
Plus many more! (Benefits are dependent on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee.
 
All applicants must have the right to work in the territory to which the role relates (UK & EU).
 
Sabio Group are unable to offer sponsorship on any roles advertised. 
Apply now
Apply now
Department
Support
Employment Type
Full Time
Location
Glasgow
Reporting to
Group Service Desk Operations Manager

Not quite right?
Register your interest to be notified of any roles that come along that meet your criteria.

Register your interest
Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio