Service Desk Engineer

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

• 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