IT Service Desk Engineer

Job Introduction

An exciting opportunity has arisen for a IT Service Desk Engineer to join our IT team based in Folkestone.

You will be providing a single point of contact for both staff and the business in relation to any IT based incident, problem or request for help.

The IT Service Desk are responsible for ensuring that all issues are dealt with in a professional manner with the upmost attention given to resolving issues at the first point of contact.

You will bring good written and verbal skills, a proactive attitude with the ability to recognise issues and escalate quickly.  

The Service Desk operates on a 7 week rolling shift pattern, the hours of which are detailed below. The shift pattern will not take effect immediately only once the candidate is trained and able to work alone

Week 1: Monday, Thursday and Friday: 08:30am – 16:30pm, Saturday & Sunday 11:00am – 19:00pm

Week 2: Monday to Wednesday: 08:30am – 16:30pm, Saturday & Sunday 07:00am – 15:00pm

Week 3: Monday to Friday: 07:00am – 15:00pm

Week 4: Monday to Friday: 12:00pm – 20:00pm

Week 5: Monday to Friday: 08:00am – 16:00pm

Week 6: Monday to Friday: 14:00pm – 22:00pm

Week 7: Monday to Friday: 09:00am – 17:00pm

Role Responsibility

• The candidate will ensure we provide a single point of contact that is effective for first line IT services and provide excellent customer service to meet and exceed agreed service levels
• As part of the service desk team the successful candidate is responsible for request and incident logging and onwards management.  This should be undertaken within agreed standards and processes while maintaining a clear understanding of the impact on the SAGA Group’s services, customers and brand
• Facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities in conjunction with 2nd and 3rd line support teams. This will involve working closely with these teams and maintaining a high level of ownership and communication with them
• Ensure that all tickets are correctly logged, detailed, assigned and updated
• Work closely with the business in order to minimise business impact from incidents
• Contribute to the production of incident reports of all events that cause significant business disruption
• Heavy focus on continual service improvement, not just for oneself but also in terms of the IT Service Desk
• Effective incident and problem resolution
• Adhere to best working practices, working within the security policies of the businesses whilst promoting those to our customers
• Undertake any other activity which is required by line management that is appropriate to the role and ability

Where appropriate update knowledge base with useful hints and tips for problem solving.

The professional skills (SFIA aligned) required for this role are:

• Information Security - Level 3
• Security Administration – Level 3
• Application Support – Level 2
• IT Infrastructure  – Level 2
• Problem management – level 3
• Incident management – level 3
• Customer Service Support – Level 3

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

The Ideal Candidate

The behavioural skills required for this role are:

• Self-motivated, able to manage own workload effectively.
• Maintains a professional approach when working on day-to-day activities.
• Good written & verbal skills.
• Able to work methodically under pressure.
• Good analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents.
• Good customer service skills. Able to maintain a good rapport with customers, ensuring timely updates around incident diagnosis or project activities.
• Flexible approach, able to react to changing situations. Often volunteers to take part in work out of normal office hours.
• Good understanding of the Saga business, its products and customers.
• Good time management and organisation skills. Regularly manages the completion of tasks on time with some intervention from the manager.
• Positive attitude that supports confidence, respect and support from other team members.
• Able to work with other IT teams effectively.
• Proficient use of Windows and Microsoft Office tools, systems and applications.
• Enthusiastic team worker - proven ability of working in a successful and flexible team.
• A broad knowledge of Saga products.
• A pro-active attitude, with the ability to recognise issues & escalate accordingly.
• Thrives when given challenges and consistently meets targets, maintaining a high level of accuracy.

Knowledge and Experience

• The candidate should have some technical experience of Microsoft Windows 7, Windows 10, Mac OS, iOS and Android Operating Systems.  They should also be able to demonstrate technical knowledge of the Microsoft Office suite of products, particularly Office 365  
• Very good knowledge and understanding in broad based technical IT service desk role with strong general IT troubleshooting skills
• Knowledge of call logging systems i.e. Remedy, LANDesk, Service Now and understanding their importance in what we do
• Strong demonstrable knowledge of performing 1st line fixes to resolve incidents
• Previous experience working with bespoke applications.
• Ideally educated to A-level standard or equivalent.
• ITIL Awareness/foundation qualified
• Pro-active and self-motivating with strong customer focus.
• Driven and tenacious high performer.
• First-class communicator.
• Systematic and inclusive approach to fault and issue resolution.
• Good time management skills

Package Description

The standard benefits when you join Saga include:

• 28 days holiday
• Option to purchase a further 5 days annual leave per year
• Free private medical insurance after 1 years service
• Pension
• Saga Social Club
• AXA Be Supported
• Apples Nursery (Folkestone only and on a waiting list basis)
• Free fruit 
• Give as you earn
• Childcare vouchers
• Free eye tests
• Honeymoon benefit
• Sharebuy
• Salary finance
• Discounts on Saga holidays and insurance products
• A range of reductions and offers from leading retailers, travel groups and entertainment companies
• Long service awards

About the Company

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. If you need support at any point with your application please let us know as we will be happy to help.

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.

Saga Group