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

Benefits

• 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.)

We are currently looking for a passionate and enthusiastic Service Desk Engineer to join our teamWe look for people with the right cultural fit having what it takes to drive our business forwardWe also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yoursExperience working in a customer facing roleExcellent communication skillsTechnical troubleshooting experience or technical backgroundEducated to degree/HND level ideally in a related disciplineFamiliarity with Service Now or other ITSM toolFluent in multiple languages (English plus Spanish and/or French)Any relevant technical certificationsExposure to contact centre environments

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