Colleague Support Engineer

You will be responsible for delivering the best possible service to our colleagues ensuring that the technology systems they use operate to the highest levels possible in terms of reliability and performance. You will do this by providing outstanding service delivery and responding to ever-changing priorities and demands from across the business., Working as one of our Colleague Support Engineers, your responsibilities will be:

• Following our Business Code of Conduct and always acting with integrity and due diligence.
• Providing first lines of technology support to the business user community.
• Working closely with all areas of the Technology team to identify and resolve problems affecting service delivery.
• Resolving problems where feasible and/or owning the problem resolution (liaising with third parties as appropriate) until solution, ensuring that the business users are regularly informed of progress.
• Recognising issues and escalating appropriately, according to procedures, to both the Technology team and other areas of the business.
• Liaising with internal and external bodies, including user groups, business supervisors, Technical Consultants, Strategic Planning, Project Managers and IT consultants.
• Communicating technology support issues effectively to the business by translating of technical jargon into layman's terms.
• Monitoring machine and application performance and recognising and raising issues with the business, Services and Technology teams as appropriate.
• Working within any SLAs agreed with management and various areas of the business.
• Working collaboratively with colleagues across the business to make sure my team and I support Saga's strategic initiatives.
• Creating and maintaining technical and process documentation.
• Taking support requests on the phone & through webchat.
• Managing my own queue of work in Service Now within the SLA requirements.
• Maintaining a reasonable CSAT rate and providing an exceptional level of customer service.
• Monitoring and managing a shared mailbox.
• Managing my own workload and using my initiative to complete tasks and training during off-peak times.
  
  We are looking for a candidate who can demonstrate the following skills and experience;
• Communication skills
• Strong customer service capability. Experience working in customer service is favorable
• Able to work methodically under pressure.
• Good analytical skills, able to use data to determine the cause of incidents, and able to act on this data to resolve incidents
• Experience working on an IT Service Desk within a corporate environment is beneficial
• A basic level of awareness of the ITIL service management processes including incident, problem and change management is useful.
  
  At Saga, our Technical Operations team supports c.2500 colleagues! With most of our workforce being remote. We need our Support Engineers to have a keen interest and knowledge of IT equipment and tools and be able to use their own initiative to find the best resolution or diagnosis., 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. We're passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We're dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference. Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed 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.

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 most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. BENEFITS AVAILABLE TO ALL COLLEAGUES:
• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform