Remote Service Desk Engineer | Proactive IT Support

Sabio; Glasgow; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Pension Scheme

Remote/Flexible work

Life insurance

Private health and dental care

Cycle to work

28 days paid holiday

Job summary

Sabio is seeking a passionate Service Desk Engineer in Glasgow to act as the first point of contact for clients and colleagues. You will resolve incidents, update clients on progress, and monitor systems to prevent issues before they arise.

The role emphasizes excellent communication, multilingual abilities, and a proactive approach to continuous improvement. Ideal candidates have experience in customer-facing environments, familiarity with ITSM tools, and relevant certifications.

Qualifications

• Experience in a customer-facing role is essential.
• Strong communication and interpersonal skills are required.
• Technical troubleshooting experience or technical background is needed.
• Familiarity with ServiceNow or other ITSM tools is preferred.
• Fluent in English; Spanish and/or French are a plus.
• Relevant technical certifications are advantageous.
• Exposure to contact centre environments is beneficial.

Responsibilities

• Create incidents and requests on behalf of clients.
• Keep clients updated on case progress.
• Troubleshoot and resolve incidents without escalation.
• Turn around service requests quickly.
• Monitor client systems and respond to critical events.
• Update knowledge articles and automated processes.
• Proactively identify and progress incidents for clients.
• Contribute to continuous improvement initiatives.

Skills

Customer facing experience

Excellent communication

Technical troubleshooting

Multilingual (EN+ES/FR)

ITSM familiarity

Relevant certifications

Exposure to contact centre

Education

Degree or HND in related discipline

Tools

ServiceNow

ITSM tools

Job description

Sabio is seeking a passionate Service Desk Engineer in Glasgow to act as the first point of contact for clients and colleagues. You will resolve incidents, update clients on progress, and monitor systems to prevent issues before they arise.

The role emphasizes excellent communication, multilingual abilities, and a proactive approach to continuous improvement. Ideal candidates have experience in customer-facing environments, familiarity with ITSM tools, and relevant certifications.