Managed Services Agent

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

We are seeking a Managed Services Agent to join our team and ensure the highest quality service delivery for our clients. Agents are accountable for promptly diagnosing and resolving requests, proactively monitoring client systems, and escalating unresolved issues to the appropriate level. The ideal candidate is detail-oriented, proactive, and committed to meeting client service level agreements (SLAs).

Responsibilities

Request Management:

• Promptly respond to and take ownership of new service requests, providing initial responses to assure clients their issues are being addressed.

• Diagnose and resolve Level 1 requests efficiently, or escalate them for diagnosis when necessary.

• Continuously monitor ticket dashboards to ensure SLA adherence and escalate at-risk tickets to prevent threshold breaches. 

Proactive System Monitoring:

• Regularly check client monitoring systems to ensure functionality and identify potential issues before alerts occur.
• Log into client systems monthly to ensure accounts remain active and up to date. 

SLA and KPI Compliance:

• Ensure all service and SLA commitments are met, measured by SLA conformance, CSAT, and NPS scores.
• Frequently review SLA performance, escalate issues nearing thresholds, and collaborate with the Service Delivery Management team to resolve them. 

Administrative Accountability:

• Ensuring proper management of internal procedures and maintaining client information.  

Qualifications

• RPA experience (UiPath, Automation Anywhere, Blue Prism)
• Proven experience in service request management, preferably in ITSM or similar environments.
• Familiarity with SLA adherence and performance monitoring tools. 
• Strong problem-solving and analytical skills, with the ability to prioritize tasks effectively.
• Excellent communication skills for client interactions and team collaboration. 

Benefits

• An exciting and positive work environment where you are valued.
• Recognition for individual and team success.
• An attractive compensation package.
• Individual development plan with career coaching.
• Private health insurance.

Growth

• Join a market-leading firm in one of the fastest-growing industries to pioneer the next generation of automated technologies.
• Tailored development plan with career coaching.
• Regular feedback - we value your opinion, and we appreciate new ideas.
• International career and project opportunities.
• Deepen your working knowledge of intelligent automation through our structured training courses.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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