Service Desk Engineer

6 hr. ago 2 hr. ago

Sabio Service Desk Engineer

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
You will play an important role in driving change within our business, joining a department that is continually on a journey of change
Reporting To: Fiona Kavanagh
Creating incidents and requests on behalf of our clients, understanding 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

We are currently looking for a passionate and enthusiastic Service Desk Engineer to join our team
We look for people with the right cultural fit having what it takes to drive our business forward
We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours
Experience working in a customer facing role
Excellent communication skills
Technical troubleshooting experience or technical background
Educated to degree/HND level ideally in a related discipline
Familiarity with Service Now or other ITSM tool
Fluent in multiple languages (English plus Spanish and/or French)
Any relevant technical certifications
Exposure to contact centre environments

Skills