About the Role
At Saga, we're looking for a friendly and motivated Colleague Support Engineer to join our Technical Operations team. This role is ideal for someone who is proactive, eager to learn, and enjoys working in a fast-paced team environment.
Responsibilities
* Provide first-line IT support to colleagues via phone, webchat, and ticketing systems
* Deliver excellent customer service and maintain a positive user experience
* Log, manage, and resolve support tickets within agreed SLAs
* Troubleshoot hardware, software, and application issues, escalating where necessary
* Communicate technical issues clearly and confidently to non-technical users
* Work collaboratively with wider Technology teams and third-party suppliers
* Maintain accurate documentation and update support records where required
* Manage workload effectively while taking initiative to learn and develop new skills
Requirements
* Strong customer service skills with a passion for helping others
* Ability to work calmly and methodically under pressure
* Good analytical and problem‑solving skills, with the ability to investigate and resolve issues effectively
* Experience working within a customer‑focused or support environment
* Previous experience working on an IT Service Desk within a corporate environment is beneficial, but not essential
* A basic understanding of ITIL service management processes, including Incident, Problem, and Change Management, would be advantageous
Work Arrangement
This role requires you to work from our Folkestone office a minimum of 1 day every 2 weeks. The office provides a collaborative environment and dedicated space for colleagues.
Benefits
* 25 days holiday (accrued annually) + bank holidays
* Option to purchase additional leave - 5 extra days
* Pension scheme matched up to 10%
* Life assurance policy on joining - 4x 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
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