Up to £25,725Colleague Support EngineerSalary: Up to £25,725FT – 35 hours per weekHybrid – Folkestone, Enbrook 2 days a month in officeAt 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.Role ResponsibilityWorking 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.The Ideal CandidateWe are looking for a candidate who can demonstrate the following skills and experience:Strong customer service capability. Experience working in customer service is favourableAble to work methodically under pressureGood analytical skills, able to use data to determine the cause of incidents, and able to act on this data to resolve incidentsExperience working on an IT Service Desk within a corporate environment is beneficialA 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 SpecialPackage DescriptionAt 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 holidaysOption to purchase additional leave - 5 extra daysPension scheme matched up to 10%Company performance related annual bonus - Up to 5%Life assurance policy on joining us, 4 x salaryWellbeing programmeColleague discounts including family discounts on cruises, holidays and insuranceRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveIncome protectionAccess to Saga Academy, our bespoke learning platformAbout 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. 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 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.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.Job Reference: saga/TP/205960/3336