Managed Service Support Specialist

7 months ago

Cape Town, South Africa Sabio Group Full time

Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation.
- We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.
- Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.
- We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society.
- We are looking for a
- **Managed Service Support Specialist** to join our team.
- As a
- **Managed Service Support Specialis**t, 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, powerpoint and data quality is key in performing these duties.- You will work as part of a distributed, global team, providing advanced communication, collaboration 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.

**Key Responsibilities**:

- 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

**Skills Knowledge and Expertise**:

- 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

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

**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)
- LinkedIn Learning
- 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._**
- Department- Support- Employment Type- Full Time- Location- Cape Town

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