Service Desk Engineer
Job Introduction
*** Remote/home working with occasional visits to our London or Kent offices***
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 Service Desk Engineer to join our Technology Operations Team. You will be part of a team that provides 1st level support services to the Saga business across of range of business applications and infrastructure.
Reporting into the Service Desk Manager, you will be responsible for supporting business applications, end user computing services (including Windows, Microsoft 365, laptops, and mobile devices) and fulfilling systems access requests.
You will be part of a team of 10 engineers working 5 days in a shift pattern that covers 7 days per week to support the business operating hours.
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 Service Desk Engineer your responsibilities will be:
- Recording incidents or service requests from the business and ensuring that they are logged and correctly classified in line with the agreed requirements.
- 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 systems access requests, ensuring that all requests are completed within the required timescales and that the required level of approval has been sought beforehand.
- Providing exceptional levels of customer service at all times.
- Completing scheduled tasks to ensure key processes are maintained.
- Supporting colleagues in the use of technology equipment and services by providing the appropriate guidance.
- Contributing to the major incident management process including escalation, communication, updating incidents and gathering root cause information.
The Ideal Candidate
· Recent experience of working in a Service Desk is essential.
· Proven Experience in customer service.
· Experience of supporting end user computing services (including Windows 10/11, Microsoft 365, laptops, and mobile devices) would be advantageous.
· 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