Service Desk Engineer

Babble Cloud

1d • Remote

About The Position

Join Our Dynamic Team as a Service Desk Engineer! 🌟 Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? Provide world class service and support for clients across IT, basic voice/telephony systems, and ISP/connectivity services. Troubleshoot and diagnose IT issues, provide remote support, and assist in the maintenance of client computer systems. Perform basic connectivity checks and use relevant provider portals to diagnose and validate service status. Accountabilities and Deliverables: Promptly and accurately log and respond to incidents and requests into our case management system via phone and email. Ensure customer calls are promptly attended to, providing efficient and effective support. Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented. Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. Perform basic voice and connectivity-related support, including call routing, extensions, diverts, and connectivity checks. Assist with basic telephony system and connectivity issues and liaise with relevant teams where escalation is required. What else looks good for this role: The successful candidate will be organised, self-motivated, and an effective communicator, with strong attention to detail and a team-oriented mindset. This is a fast-paced environment requiring tenacity, diligence, and efficiency always. Possess effective communication skills, both verbal and written. Attention to detail is crucial in accurately documenting and resolving issues. Display a proactive, determined, and persistent approach to problem-solving. Capable of working independently and collaboratively within a team. Show eagerness to learn and willingness to research faults or refer to documentation when necessary. Comfortable handling both IT and basic telephony and connectivity-related queries.

Requirements

• Previous experience on a service desk is advantageous.
• Proficient in customer support, including phone and email communication.
• Understanding of Microsoft products and technologies.
• Ability to troubleshoot hardware issues across laptops, desktops, peripherals, and other IT equipment, with a strong understanding of Microsoft Windows Desktop operating systems and related troubleshooting.
• Capability of learning new software and systems as required.
• Exceptional organisational, time management, and multitasking skills.
• Familiarity with Microsoft 365, including user management, Teams, Exchange, and Entra.
• Familiarity with basic telephony/voice systems (e.g. call diverts, extensions, connectivity checks)
• Willingness to adopt and effectively use AI tools as part of day-to-day work, where appropriate, to improve efficiency, problem-solving, and service delivery.

Nice To Haves

• Familiarity with antivirus management – desirable.

Responsibilities

• Provide world class service and support for clients across IT, basic voice/telephony systems, and ISP/connectivity services.
• Troubleshoot and diagnose IT issues, provide remote support, and assist in the maintenance of client computer systems.
• Perform basic connectivity checks and use relevant provider portals to diagnose and validate service status.
• Promptly and accurately log and respond to incidents and requests into our case management system via phone and email.
• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented.
• Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs.
• Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime.
• Perform basic voice and connectivity-related support, including call routing, extensions, diverts, and connectivity checks.
• Assist with basic telephony system and connectivity issues and liaise with relevant teams where escalation is required.

Benefits

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
• 5% allowance based on basic salary that can be towards Medical Aid.
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop
• Annual Company Celebrations
• Home-Working Policy

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees