Managed Service Support Specialist
2 weeks ago
About the Role
Sabio is a global company and a 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.
We are currently looking for a 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
- Perform across all ITIL disciplines across multiple customer portfolios.
- Service desk management, change, problem, major incident, and reporting management across multiple vendors and technology sets.
- Knowledge of Excel, PowerPoint, and data quality are key in performing these duties.
- Liaise with other 3rd party vendors on behalf of clients to remediate service-affecting incidents and fulfill internal and external service requirements.
- Gain experience of a variety of waterfall and agile deployment approaches.
Requirements
- 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.
Desirable Skills
- 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.
About Sabio
Sabio is a passionate and friendly team that will motivate you to learn and develop your career in the company. We offer a range of benefits, including remote/flexible work, private health, 18 or 23 days paid holiday a year, LinkedIn Learning, and a Connectivity Allowance.
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