Colleague Support Engineer
| Dyddiad hysbysebu: | 05 Medi 2025 |
|---|---|
| Cyflog: | £25,725 yr awr |
| Gwybodaeth ychwanegol am y cyflog: | Competitive |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 04 Hydref 2025 |
| Lleoliad: | Folkestone Hybrid, CT20 3SE |
| Cwmni: | Saga |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | saga/TP/205960/3336 |
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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.
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.Package Description
At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
- 25 days holiday + bank holidays
- Option to purchase additional leave - 5 extra days
- Pension scheme matched up to 10%
- Company performance related annual bonus - Up to 5%
- Life assurance policy on joining us, 4 x salary
- Wellbeing programme
- Colleague discounts including family discounts on cruises, holidays and insurance
- 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
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:
- Strong customer service capability. Experience working in customer service is favourable
- 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.
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
About The CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re 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. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.
We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.
Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.
For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga
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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