Desktop Engineer

Job Introduction

***Hybrid working arrangements between home and Ashford office 2-3 days per week***  

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. Come and do the best work of your life alongside lovely colleagues. Come to Saga!  

And right now, we are looking for a Desktop Engineer to join our Technology Operations Team. You will be part of a team that provides technology support services to the Saga business for end user computing services (including Windows, Microsoft 365, laptops, and mobile devices).  You will need to have access to transport to be able to travel between our offices where required.

Reporting into the Lead Colleague Support Engineer, you will be responsible for supporting end user computing services (including Windows 10/11, Microsoft 365, laptops, and mobile devices), fulfilling requests for new equipment, and supporting the infrastructure in our hubs. 

You will be part of a team of 10 engineers working both remotely and, in the hubs, to support our colleagues. 

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 this is of interest to you then we would be keen to hear from you! 

Role Responsibility

As a Desktop Engineer your responsibilities will be: 

• Investigating and resolving incidents where possible following agreed support documentation and methods. 
• Escalating incidents or service requests to the relevant team or 3rd party and monitoring the progress of these incidents or requests until resolution. 
• Fulfilling requests for new hardware or software, ensuring that all requests are completed within the required timescales.  
• Providing exceptional levels of customer service at all times. 
• Contributing to the development of improvements to existing products or services for the benefit of the business. 
• Completing scheduled tasks to ensure key processes are maintained. 
• Supporting colleagues in the use of technology equipment and services by providing the appropriate guidance. 

The Ideal Candidate

·       Recent experience of working as a Desktop Engineer is essential.  

·       Experience in customer service.

·       Experience of supporting end user computing services (including Windows 10/11, Microsoft 365, laptops and mobile devices) is essential. 

·       Recent experience of using ServiceNow would be advantageous. 

·       Methodical approach to problem solving, works through a problem in a controlled, logical manner using a consistent approach enabling an efficient resolution to both simple and complex problems. 

·       Able to complete allocated tasks with minimum supervision to meet the SLA timescales. 

·       Good interpersonal and communication skills. Should be capable of communicating effectively with colleagues from all areas of the organisation using a variety of techniques. 

·       Resilient, able to work methodically under pressure.  

Our Saga Values:

• 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, with the choice to buy a further 5 days annual leave per year 

• Workplace Pension 

• AXA Be Supported 

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

About the Company

Over the past 70 years we have 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, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga 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.

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 employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group