Job Introduction
Colleague Support Engineer
Salary: Up to £25,725
FT – 35 hours per week
Hybrid – Folkestone, Enbrook 2 days a month in office
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.
Role Responsibility
Working as one of our Colleague Support Engineers, your responsibilities will be:
1. Following our Business Code of Conduct and always acting with integrity and due diligence.
2. Providing first lines of technology support to the business user community.
3. Working closely with all areas of the Technology team to identify and resolve problems affecting service delivery.
4. 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.
5. Recognising issues and escalating appropriately, according to procedures, to both the Technology team and other areas of the business.
6. Liaising with internal and external bodies, including user groups, business supervisors, Technical Consultants, Strategic Planning, Project Managers and IT consultants.
7. Communicating technology support issues effectively to the business by translating of technical jargon into layman’s terms.
8. Monitoring machine and application performance and recognising and raising issues with the business, Services and Technology teams as appropriate.
9. Working within any SLAs agreed with management and various areas of the business.
10. Working collaboratively with colleagues across the business to make sure my team and I support Saga’s strategic initiatives.
11. Creating and maintaining technical and process documentation.
12. Taking support requests on the phone & through webchat.
13. Managing my own queue of work in Service Now within the SLA requirements.
14. Maintaining a reasonable CSAT rate and providing an exceptional level of customer service.
15. Monitoring and managing a shared mailbox.
16. Managing my own workload and using my initiative to complete tasks and training during off-peak times.
The Ideal Candidate
We are looking for a candidate who can demonstrate the following skills and experience:
17. Strong customer service capability. Experience working in customer service is favourable
18. Able to work methodically under pressure
19. Good analytical skills, able to use data to determine the cause of incidents, and able to act on this data to resolve incidents
20. Experience working on an IT Service Desk within a corporate environment is beneficial
21. 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
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:
22. 25 days holiday + bank holidays
23. Option to purchase additional leave - 5 extra days
24. Pension scheme matched up to 10%
25. Company performance related annual bonus - Up to 5%
26. Life assurance policy on joining us, 4 x salary
27. Wellbeing programme
28. Colleague discounts including family discounts on cruises, holidays and insurance
29. Range of reductions and offers from leading retailers, travel groups and entertainment companies
30. Enhanced maternity and paternity leave
31. Grandparents leave
32. Income protection
33. Access to Saga Academy, our bespoke learning platform