Service Desk Engineer

Service Desk Engineer

• Department: Support
• Employment Type: Full Time
• Location: Kuala Lumpur
• Reporting To: Melissa Tan Yuen Theng

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.

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.

Role Purpose

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, technology category and severity.
• Keeping the client contact up to date with the progress of their case. 
• Managed Major incident internal and external stakeholder’s updates. 
• Perform 1st level troubleshooting in Contact Centre based technology incident. (Goal is to resolve the incident in first call) 
• 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 in English communication skills (Speaking and writing). 
• Technical troubleshooting experience or technical background. 
• Fluent in English 
• Familiar with ITIL process 
• At least 1 year(s) working experiences in Contact Centre Technologies ( Avaya, Genesys Telephony solutions)

Desirable

•  Bachelor’s Degrees in Computer Science, Computer Engineering, Information Technology and any relevant field. 
• Familiarity with Service Now or other ITSM tool. 
• Exposure to contact centre environments. 
• ITIL Foundation certification

Benefits

Benefits may include:

Remote/Flexible work
Private health insuranceOptical and dental care
22 days paid holiday a year- (this includes three Sabio days)
LinkedIn LearningEmployee Assistance Program
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.