Colleague Support Engineer IT Service Desk - Sandgate, United Kingdom - SAGA

SAGA
SAGA
Verified Company
Sandgate, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

With a Remote approach with occasional monthly trips to office for team meeting and other responsibilities.


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 thebest 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 on a first line basis by keeping up to date with policies, processes, procedures and by keeping a keen eye on new technology developments.

You will be providingaccess 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.


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
  • 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

Main Responsibilities:


  • Providing first line technical support to colleagues and thirdparty 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 nontechnology teams
  • Communicating to technical and nontechnical colleagues through a variety of channels such as telephone, MS Teams, selfservice portal etc. ensuring jargon is put into plain language where necessary
  • Where necessary, providing occasional onsite 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 finishingat 17:00.


Capability, Knowledge and Experience:

  • Experience of first line technical support within a corporate environment would be advantageous.
  • 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 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

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 forits 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.


  • _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 toCVs received in this unsolicited manner._
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