Colleague Support Engineer (IT Service Desk)

Job Introduction

** Remote/home working allowed with regular visits to the Folkestone office**

At Saga we believe in exceptional experiences everyday whilst being a driver for positive change in our markets and communities. Our values are precision pace, empathy, curiosity, collaboration. If this resonates with you then it’s time to do the best work of your life! ​

Our IT systems are key to our ability to personalise and target communications to our customers, improve the experience of members of possibilities, our customers and employees, and achieve operational efficiencies.

And right now, we are looking for a Colleague Support Engineer to deliver the best possible service to our colleagues, ensuring that the technology systems they use, operate to the highest levels of reliability and performance.

You’ll be responsible for delivering IT support service to our colleagues and third-party vendors by keeping up to date with policies, processes, procedures and by keeping a keen eye on new technology developments.  You will be providing access to systems and servers, installing software, communicating major incidents, handling colleagues with various technical ability and much more.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

If you are looking for a career in IT or want to carry on with your development, then we would like to hear from you.

Role Responsibility

• Providing first line technical support to colleagues and third-party vendors
• Complying with SLAs and KPI as set out by the business
• Working closely with all areas of the business to identify, record and resolve incidents, problems and known issues
• Working with third parties to report, liaise and resolve incidents whilst ensuring colleagues are regularly kept up to date and informed of progress
• Recognising areas that need improvement and proposing solutions as part of our continual service improvement model
• Participating in projects, larger work pieces such as implementation of new systems and other AD HOC activities to aid technology and non-technology teams
• Proactively and reactively monitor a variety of applications, services and systems to ensure the best possible uptime
• Communicating to technical and non-technical colleagues through a variety of channels such as telephone, MS Teams, self-service portal etc. ensuring jargon is put into plain language where necessary
• Providing system access through our auditable process ensuring requests have the correct level of approval before applying access
• Where necessary, providing occasional on-site support with our colleagues from other technology teams by handling a variety of kit such as laptops, desktops, telephones, mobile devices etc
• Working collaboratively with colleagues across the business to ensure Saga’s strategic initiatives are followed

You will be on an 8-week shift pattern (including some Bank holidays) and the stipulated rules to ensure full coverage is always obtained. Shifts are on a rotation starting at 07:30 and finishing at 18:00 with weekend work starting at 08:00 and finishing at 17:00.

The Ideal Candidate

Capability, Knowledge and Experience: 

• Experience working in an infrastructure related role within a corporate environment.
• Basic level of awareness of the ITIL framework including things such as incident, problem, change management etc…

Personal Characteristics:

• Excellent communication skills
• Able to work as part of a team and alone
• Strong customer service capability
• Good analytical skills
• Able to work methodically under pressure
• Happy to follow process and procedure

Our values are:

• Precision Pace - Always owning and making things happen
• Empathy – Always aware of others
• Curiosity – Always asking why
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays from Jan 2022 with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

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