Job Overview
Full Time – 35 hours per week. Hybrid – Folkestone (1 day every 2 weeks on‑site). Colleague Support Engineer (6‑Month FTC). Salary £26,000–£27,000 per annum.
Role 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.
Ideal Candidate
We’re looking for someone with previous customer service experience who is confident communicating over the phone and has a genuine interest in building a career in IT support.
* 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.
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 – 4 × 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, the bespoke learning platform.
About the Company
Over the past 75 years we have become the UK’s specialist provider of products and services to people aged over 50. We are committed to an inclusive culture where all colleagues can bring their full selves to work and are treated with dignity and respect. We are a committed Disability Confident and Age‑Friendly Employer and ensure that our recruitment process is inclusive and accessible.
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