Service Desk Engineer Department: Support Employment Type: Full Time Location: Cape Town Reporting To: Head of SA Managed Services and Support 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. We are currently looking for a passionate and enthusiastic Service Desk Engineer. 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. 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 skills, experience&knowledge 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. Desirable Technology Experience Service Now 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: Remote/Flexible work Private health 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days) LinkedIn Learning Connectivity Allowance 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. #J-18808-Ljbffr