Desktop Support Engineer

Saga group
03 Oct 2017
02 Nov 2017
Contract Type
Full Time
We have a new exciting opportunity at Saga Group for a Desktop Support Engineer to join our team in Folkestone. You will join us on a full time, permanent basis and will receive a competitive salary. Saga is the UK's leading provider of insurance, travel, personal finance and healthcare products and services tailored to the needs of the over 50s. About the Desktop Support Engineer role: Our Desktop Support Engineers provide first and second line support to business users of the desktop systems, as agreed, within Saga Group, providing a first port of call for all incidents relating to business software or PC issues. This support includes assistance in the production and compilation of management information and the administration of incident recording, tracking and documentation within a continuous improvement environment. Our Engineers have a proactive role in identifying / communicating issues arising and as first contact in the escalation procedure. Key responsibilities as our Desktop Support Engineer: - To act as first line of IT support to the business user community. To solve problems where feasible and/or own the problem resolution (liaising with other agencies as appropriate) until solution, ensuring that the business users are regularly informed of progress - To act as first line of support also for all PC-related calls, handling queries, faults and incidents of all kinds and distributing these to the appropriate second-line personnel as necessary - To provide first line fault investigation requiring: clear statement of the issues; analysis of the issues; proposal for solution (technical design); construction of solution where appropriate - To be a conduit for issues arising in the business requiring resolution within IT. To recognise these issues and escalate appropriately, according to procedures, to both IT and other areas of the business - To liaise with internal and external bodies, including user groups, business supervisors, Technical Consultants, Strategic Planning, Unix Technical Support, Project Managers and IT consultants - To monitor systems and proactively recognise and raise issues to the business and to IT where required - To communicate IT support issues effectively to the business by translation of technical jargon into layman's terms - To administer the TIA user base including maintenance of security clearances, new users, amendments and deletions - To monitor machine performance and to recognise and raise issues with the business, Services, Holidays and Group IT as appropriate - To provide a systems testing role, particularly for fault correction - To proactively participate in the development of the services provided and procedures adopted by the team within a continuous improvement environment in order to meet and exceed the expectations of internal and external customers - To administer the system maintenance procedures; raise, take ownership and update change requests / faults and communicate their progress to both internal and external customers. - To monitor desktop system usage / performance and to recognise and raise issues with the businesses and Group IT as appropriate - Assist in the operation of new systems, agreeing sign off and taking on support roles as necessary, following proper training Experience and skills required of our Desktop Support Engineer: - Proven technical support experience in a service desk or desktop support role - Familiarity with Saga maintained products and customer facing screens - Proven communication skills - No specific qualifications required but a desire for self-development is essential - Relevant MCSE/MCP or NVQ qualifications preferred. Experience may be considered as a substitute for qualification - Excellent customer facing skills - confident in clearly and concisely answering queries and providing feedback to customers - First class analytical and technical skills - Proficient use of Windows and Microsoft Office tools, systems and applications. So if you would like to join our team as our new Desktop Support Engineer then please click 'apply' today, we'd love to hear from you!
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