Managed Service Support Specialist
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
At Sabio Managed Services, we love what we do! We love to learn, we love to experiment, and we love to support the best products and deliver the best customer experience we can. We’re brave, we work hard, and at our core we are about quality. We like to be challenged, we are encouraged to ‘dare’ and step out of our comfort zone. We have a strong problem solving engineering background and a can-do attitude which remains at the centre of everything we do for our clients.
We are currently looking for an Managed Service Support Specialist to join our Aggregated Managed Services Team. This role would be ideal for a candidate looking to build their managed service experience while working on real world technical issues with Sabio’s Products, Custom Application solutions and world class customers.
Key Responsibilities
As a Managed Service Support Specialist, you will be expected to perform across all ITIL disciplines across multiple customer portfolios. The duties include service desk management, change, problem, major incident and reporting management across multiple vendors and technology sets. Knowledge of excel, power point and data quality are key in performing these duties.
You will work as part of a distributed, global team, providing advanced communication, collabortation and incident management to the technical support teams. You will liaise with other 3rd party vendors on behalf of clients to remediate service affecting incidents and fulfil internal and external service requirements, whilst gaining experience of a variety of waterfall and agile deployment approaches.
This role is a 12 month position.
This role is a 12 month position.
Skills, Knowledge & Expertise
- Strong Excel skills with the ability to build competent reports
- Strong PowerPoint skills to develop customer presentations
- Effective communication skills both across teams and with senior client management
- Excellent spoken and written English, comfortable delivering a message to colleagues and customers at all levels of seniority.
- Ability to run, drive and present weekly/monthly customer service management meetings
- Experience working within a challenging customer service environment.
- Excellent knowledge of change management principles and methodologies
- Ability to identify, improve and manage business processes, organisation structure to increase business efficiency and service delivery
Desirable Skills
- Preferred understanding and qualification in ITIL practices
- Knowledge of contact centre technologies
- Knowledge of cloud-based technologies and practices
- Experience with patch/vulnerability management
- Experience working with ITIL processes, and tools such as ServiceNow.
- Experience working in a DevOps environment
- Familiarity with CCaaS solutions and AI, such as Twilio and Google CCAI
Characteristics
- Proactive and self-sufficient.
- Copes well under pressure.
- Analytical mindset with logical and methodical approach to problem solving.
- Customer focused.
- Detail oriented.
- Creative, able to think outside the box.
- Works well as part of a team.
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.
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
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:
- Remote/Flexible work
- Private health
- 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
- LinkedIn Learning
- Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)
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. Sabio Group are unable to offer sponsorship on any roles advertised.
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. Sabio Group are unable to offer sponsorship on any roles advertised.
