Managed Service Support Specialist

Sabio; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

Join a leading global company as a Managed Service Support Specialist and enhance your technical service experience. In this 12-month role, you'll manage service desk operations, work with varied technologies, and develop your career in a supportive team environment. Benefit from a competitive salary, training, and flexible working options.

Benefits

Private health

18 or 23 days paid holiday (including three Sabio days)

Connectivity Allowance

Qualifications

• Strong Excel and PowerPoint skills.
• Excellent communication skills with senior management.
• Experience in customer service environments.

Responsibilities

• Manage service desk and change management across multiple clients.
• Liaise with vendors to resolve incidents.
• Provide advanced support across ITIL disciplines.

Skills

Excel

PowerPoint

Effective communication

Change management principles

Cloud-based technologies

ITIL processes

Analytical mindset

Education

ITIL qualification

Tools

ServiceNow

Job description

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. At 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.At Sabio Managed Services, we love what we do! We love to learn, we love to experiment, and we love to support the best products and deliver the best customer experience we can. We’re brave, we work hard, and at our core we are about quality. We like to be challenged, we are encouraged to ‘dare’ and step out of our comfort zone. We have a strong problem solving engineering background and a can-do attitude which remains at the centre of everything we do for our clients. We are currently looking for an Managed Service Support Specialist to join our Aggregated Managed Services Team. This role would be ideal for a candidate looking to build their managed service experience while working on real world technical issues with Sabio’s Products, Custom Application solutions and world class customers.

Key Responsibilities

As a Managed Service Support Specialist, you will be expected to perform across all ITIL disciplines across multiple customer portfolios. The duties include service desk management, change, problem, major incident and reporting management across multiple vendors and technology sets. Knowledge of excel, power point and data quality are key in performing these duties. You will work as part of a distributed, global team, providing advanced communication, collabortation and incident management to the technical support teams. You will liaise with other 3rd party vendors on behalf of clients to remediate service affecting incidents and fulfil internal and external service requirements, whilst gaining experience of a variety of waterfall and agile deployment approaches.

This role is a 12 month position.

Skills, Knowledge & Expertise

• Strong Excel skills with the ability to build competent reports
• Strong PowerPoint skills to develop customer presentations
• Effective communication skills both across teams and with senior client management
• Excellent spoken and written English, comfortable delivering a message to colleagues and customers at all levels of seniority.
• Ability to run, drive and present weekly / monthly customer service management meetings
• Experience working within a challenging customer service environment.
• Excellent knowledge of change management principles and methodologies
• Ability to identify, improve and manage business processes, organisation structure to increase business efficiency and service delivery
• Preferred understanding and qualification in ITIL practices
• Knowledge of contact centre technologies
• Knowledge of cloud-based technologies and practices
• Experience with patch / vulnerability management
• Experience working with ITIL processes, and tools such as ServiceNow.
• Experience working in a DevOps environment
• Familiarity with CCaaS solutions and AI, such as Twilio and Google CCAI

Characteristics

• Proactive and self-sufficient.
• Copes well under pressure.
• Analytical mindset with logical and methodical approach to problem solving.
• Detail oriented.
• Creative, able to think outside the box.
• Works well as part of a team.

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

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 :

• Private health
• 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
• Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)