Address Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
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 IT 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 and colleagues as quickly as possible and sometimes even before they have noticed an issue at all.
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. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
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 IT 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 and colleagues as quickly as possible and sometimes even before they have noticed an issue at all.
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. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Key Responsibilities
- Logging and initial triage of all calls received, ensuring incidents and service requests are logged and an initial response provided within the service targets that have been set
- Fulfilling calls received where you are able action them
- Actively monitoring all open incidents and service requests to ensure as they are being investigated and where necessary updating the original requester as required
- Helping to maintain accurate documentation for Service Desk procedures
- Taking on the Starter and leaver process
- Support Service Desk Analysts on day to day activities
- Gain knowledge on all systems and be able to troubleshoot problems
- Build laptops and maintain the stock/spare laptops have current builds
- Assist the team with software and hardware inventories and asset management.
- Preparation, basic repair and replacement of computers (involves lifting), network patching
- Maintaining accurate inventories of IT assets eg PCs, laptops, mobile devices other equipment
- Trouble shoot/configure Apple iPhones
- Active Directory
- Basic understanding of multiple operating systems Windows 10/11, MacOS
Skills Knowledge and Expertise
Required skills, experience & knowledge:
Bonus skills
Behaviours
- Qualification in IT at college/school level
- Ability to learn new skills quickly
- A keen interest in IT and technology
- Excellent attention to detail
- Confident and enthusiastic with good communication skills
Bonus skills
- Fluent in multiple languages (English plus Spanish and/or French)
- Any relevant technical certifications.
- Exposure to contact centre environments.
Behaviours
- Leading and Deciding
Taking on ownership of the calls and the leading to and deciding on a solution, leading the frontline Service Desk role and becoming the face of the Service Desk.
- Supporting and Co-operating
Supporting the current team in all aspects of the day to day running of the Service Desk, co-operating on any project aspects that are going on and getting involved in all aspects of the role.
- Analysing and Interpreting
Analysing the calls that come through so that these can be prioritised correctly helping us to meet the company SLA’s, understanding the ways in which individuals may word the issues that they are experiencing.
- Organising and Executing:
Focusing on customer needs and satisfaction, Setting high standards for quality, Monitoring and maintaining the incoming call tickets.
- Adapting and Coping:
Creating new ideas, adapting to the change of processes and coping with difficulties that can arise in a friendly, polite and professional manner
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:
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.
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.
Department
IT
Employment Type
Full Time
Location
London
Compensation
£0 / year
