IT Support Analyst
Job Introduction
** This is a Hybrid role - there is a requirement to work in our Crawley office an average of two days a 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. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga.
And right now, we have an existing opportunity for an IT Support Analyst to join our Saga Travel Group Technology Team. You will be responsible for supporting and maintaining a hybrid IT infrastructure that supports the business. You will do this by delivering outstanding service and providing technical ownership for challenges across the technology estate.
You will need to have experience of supporting and maintaining Cloud hosted infrastructure and server technologies along with a mix of supporting applications in a corporate environment.
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.
So, if this is of interest to you then we would be keen to hear from you!
Role Responsibility
Act as the first point of contact for IT related issues and requests. Provide deskside and remote IT support to the user base including triaging, prioritisation, escalation, and actioning of support requests.
Deploy new solutions across the business – Infrastructure and end users.
Onboarding and offboarding process for users and maintain lifecycle of both user accounts and user hardware.
Manage end-user requests via ticketing-based service desk to resolve any IT related issues.
DR and BCP procedures.
Maintain operational, configuration and other procedures, ensuring compliance with support and Information Security policies and associated procedures.
Create and update technical documentation and knowledge base articles where required.
Liaise with third party companies for support of infrastructure hardware and software where required.
The Ideal Candidate
Experience in 1st/2nd line as IT Support/Help Desk role with extensive supporting users and systems 3 years’ experience (preferred).
Excellent customer support and customer relation skills.
Ability to effectively self-manage time and prioritise support tickets based on type and severity of reported incident.
Knowledge of O365 Suite, Teams, OneDrive, Office Suite applications.
Provision and maintenance of IT systems, network, and infrastructure on a day-to-day basis.
Managing end-user hardware provisioning, updates, security, connectivity, and configuration (Windows 10/MacOS/iOS/Android) and VPN technologies.
Liaising with 3rd party suppliers and ensure efficient provision of hardware and services.
Working experience on CRMs such as Zoho, Salesforce or MS Dynamics would be an advantage.
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
Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.
We offer total flexibility over where you work – you choose a place that you feel happiest, healthiest and most productive, either from home or in one of our hubs in London, Crawley or Folkestone.
We have an award-winning wellbeing programme, modern family-friendly policies including premature baby leave, enhanced maternity and paternity leave and our unique grandparents’ leave policy.
Benefits available to all colleagues:
- 25 days of paid holiday (with option to purchase more), plus bank holidays that you can use any time of the year and an annual volunteer day on us.
- Free private medical insurance after 1 years' service, including access to a GP, and great levels of income protection and life assurance cover.
- Workplace pension scheme where we match your contributions up to 10%.
- AXA Be Supported.
- A range of reductions and offers from Saga Travel Group as well as leading retailers, travel groups discounts and entertainment companies.
About the Company
At Saga Travel Group, we’re driven by the aim of creating a place where older people are valued for their experiences. We’re a dynamic and forward-looking business with a clear, single-minded purpose: to deliver exceptional experiences every day for our colleagues and customers.
Our values underpin our approach and help guide us. We work with precision, pace, curiosity, empathy and collaboration to create a unique environment for our teams.
The vision for the Saga Travel Group is to build the travel company for the experienced traveller. We already have world-class escorted Saga and Titan touring businesses and now building a new dynamic, digital travel business that will deliver fresh, innovative product.
When you join Saga Travel Group you will work across two leading brands and play a vital role not only in our growth but in our mission to deliver lasting memories for our customers seeing them return again and again.
As an STG colleague 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.
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.
We are a member of the 30% Club and partner with Moving 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 Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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Saga Group
