Colleague Support Engineer

* Remote/home working allowed with regular visits to the Folkestone office**

With market-leading, innovative insurance, and financial products the transformation of our business makes the Saga Group an extremely exciting place to be as we move toward the Saga 70th anniversary in 2021.

Our IT systems are key to our ability to personalise and target communications to our customers, improve the experience of members of Possibilities, our customers and employees, and achieve operational efficiencies.

…And right now, we are looking for 2 Colleague Support Engineers 1 will be on a 12 month Fixed Term Contract, at an exciting time in Saga's history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships, leading the market with innovative insurance and financial products.

You'll be responsible for delivering IT support service to our colleagues and third-party vendors by keeping up to date with policies, processes, procedures and by keeping a keen eye on new technology developments. You will be providing access to systems and servers, installing software, communicating major incidents, handling colleagues with various technical ability and much more.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

If you are looking for a career in IT or want to carry on with your development, then we would like to hear from you.

Main Responsibilities

• Providing first line technical support to colleagues and third-party vendors
• Complying with SLAs and KPI as set out by the business
• Working closely with all areas of the business to identify, record and resolve incidents, problems and known issues
• Working with third parties to report, liaise and resolve incidents whilst ensuring colleagues are regularly kept up to date and informed of progress
• Recognising areas that need improvement and proposing solutions as part of our continual service improvement model
• Participating in projects, larger work pieces such as implementation of new systems and other AD HOC activities to aid technology and non-technology teams
• Proactively and reactively monitor a variety of applications, services and systems to ensure the best possible uptime
• Communicating to technical and non-technical colleagues through a variety of channels such as telephone, MS Teams, self-service portal etc. ensuring jargon is put into plain language where necessary
• Providing system access through our auditable process ensuring requests have the correct level of approval before applying access
• Where necessary, providing occasional on-site support with our colleagues from other technology teams by handling a variety of kit such as laptops, desktops, telephones, mobile devices etc
• Working collaboratively with colleagues across the business to ensure Saga's strategic initiatives are followed

You will be on an 8-week shift pattern (including some Bank holidays) and the stipulated rules to ensure full coverage is always obtained. Shifts are on a rotation starting at 07:30 and finishing at 18:00 with weekend work starting at 08:00 and finishing at 17:00.