Technical 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.
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
- Creating incidents and requests on behalf of our clients, understanding their importance and severity.
- Keeping the client contact up to date with the progress of their case.
- Perform troubleshooting and resolve incidents without technical escalation.
- 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.
- Work as a team to resolve challenges.
Skills Knowledge and Expertise
Required skills, experience & knowledge
·Experience working in a customer-facing role.
· Excellent communication skills.
· Technical troubleshooting experience or technical background.
· Educated to degree level or 2 years experience in a similar role.
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.
·Experience working in a customer-facing role.
· Excellent communication skills.
· Technical troubleshooting experience or technical background.
· Educated to degree level or 2 years experience in a similar role.
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.
Benefits
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
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.
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.
