Job Description

Service Desk Engineer

Department: Operations

Employment Type: Permanent - Full Time

Location: Glasgow

Reporting To: Fiona Kavanagh

Description

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Service Desk Engineer to join our team.

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.

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

• 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.

Skills Knowledge and Expertise

Required

• Experience working in a customer facing role.
• Excellent communication skills.
• Technical troubleshooting experience or technical background.

Desirable skills, experience & knowledge

• Educated to degree/HND level ideally in a related discipline.
• Fluent in multiple languages (English plus Spanish and/or French)
• Familiarity with Service Now or other ITSM tool.
• Any relevant technical certifications.
• Exposure to contact centre environments.

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)

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.