Sabio Group

Service Desk Engineer

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 valued 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 expertise to resolve issues for our clients as quickly as possible and sometimes even before they have noticed an issue at all.

The Support & Network Operations Centre are looking for a Service Desk Engineer to supplement an existing Service Desk Shift team, working a M-F 0700hrs to 1600hrs or 0800hrs to 1700hrs depending on business needs. The successful candidate will be working alongside the Support Managed Service and Technical Specialist Teams to deliver best in class service across multiple Public and Private Sector clients.  Following on the job training the ideal candidate will resolve 1st & 2nd line technical issues as well as delivering excellent customer service at all times.

Key Responsibilities

• Creating incidents and requests on behalf of our clients, understanding importance, technology category and severity.
• Keeping the client contact up to date with the progress of their case.
• Managed Major incident internal and external stakeholder’s updates. 
• Perform 1st level troubleshooting in Contact Centre based technology incident. (Goal is to resolve the incident in first call)
• Turnaround service requests quickly.
• Monitor client systems and react to critical events.
• Update Knowledge articles and automated processes to help better serve our clients.
• Proactively find and progress incidents for our clients.
• Contribute to continuous improvement initiatives.

Skills Knowledge and Expertise


• Experience working in a customer facing role.
• Excellent in English communication skills (Speaking and writing).
• Technical troubleshooting experience or technical background.
• Fluent in English
• Familiar with ITIL process
• At least 1 year(s) working experiences in Contact Centre Technologies ( Avaya, Genesys Telephony solutions)


• Bachelor’s Degrees in Computer Science, Computer Engineering, Information Technology and any relevant field.
• Familiarity with Service Now or other ITSM tool.
• Exposure to contact centre environments.
• ITIL Foundation certification


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 dependant 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. 
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Employment Type
Full Time
Kuala Lumpur

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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