Apprentice - London, United Kingdom - Sabio Group

Sabio Group

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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 everchanging world. Our powerhouse products and expertise are mainly around creating stateoftheart realtime communications platforms, and contact centre system integration. As 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 problemsolving engineering background and 'cando' attitude, which remains at the centre of everything we do.
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 IT 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 and colleagues 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:

Logging and initial triage of all calls received, ensuring incidents and service requests are logged and an initial response provided within the service targets that have been set
Fulfilling calls received where you are able action them
Actively monitoring all open incidents and service requests to ensure as they are being investigated and where necessary updating the original requester as required
Helping to maintain accurate documentation for service desk procedures
Taking on the Starter and leaver process
Support Service Desk Analysts on day to day activities
Gain knowledge on all systems and be able to troubleshoot problems
Build laptops and maintain the stock/spare laptops have current builds
Assist the team with software and hardware inventories and asset management.
Preparation, basic repair and replacement of computers (involves lifting), network patching
Maintaining accurate inventories of IT assets eg PCs, laptops, mobile devices other equipment
Trouble shoot/configure Apple iPhones
Active Directory
Basic understanding of multiple operating systems Windows 10/11, MacOS

Skills Knowledge and Expertise:

Required skills, experience & knowledge:

Qualification in IT at college/school level
Ability to learn new skills quickly
A keen interest in IT and technology
Excellent attention to detail
Confident and enthusiastic with good communication skills

Bonus skills

Fluent in multiple languages (English plus Spanish and/or French)
Any relevant technical certifications.
Exposure to contact centre environments.

Behaviours
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Leading and Deciding

Taking on ownership of the calls and the leading to and deciding on a solution, leading the frontline service desk role and becoming the face of the service desk.

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Supporting and Co-operating

Supporting the current team in all aspects of the day to day running of the service desk, cooperating on any project aspects that are going on and getting involved in all aspects of the role.

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Analysing and Interpreting

Analysing the calls that come through so that these can be prioritised correctly helping us to meet the company SLA's, understanding the ways in which individuals may word the issues that they are experiencing.

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Organising and Executing: