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Saga Group Limited jobs

Colleague Support Engineer

£127,185 - 127,185
Saga Group Limited
Sandgate High Street, Sandgate
£127,185 - 127,185
Company Size icon
Company Size
1k-5k
Company Type icon
Company Type
Services
Exp Level icon
Exp Level
Regular
Job Type icon
Job Type
Full-Time
Language icon
Language
English
Visa sponsorship icon
Visa sponsorship
No

Requirements

Must:
We are looking for a candidate who can demonstrate the following skills and experience: - Strong customer service capability; experience working in customer service is favorable. - Ability to work methodically under pressure. - Good analytical skills, able to use data to determine the cause of incidents and act on this data to resolve incidents. - Experience working on an IT Service Desk within a corporate environment is beneficial. - A basic level of awareness of the ITIL service management processes, including incident, problem, and change management, is useful.

Technologies

ITIL

Responsibilities

As one of our Colleague Support Engineers, I will be responsible for: - Following our Business Code of Conduct and always acting with integrity and due diligence. - Providing first-line technology support to the business user community. - Working closely with all areas of the Technology team to identify and resolve problems affecting service delivery. - Resolving problems where feasible and owning the problem resolution, liaising with third parties as appropriate, ensuring business users are regularly informed of progress. - Recognizing issues and escalating appropriately according to procedures to both the Technology team and other areas of the business. - Liaising with internal and external bodies, including user groups, business supervisors, Technical Consultants, Project Managers, and IT consultants. - Communicating technology support issues effectively to the business by translating technical jargon into layman’s terms. - Monitoring machine and application performance and recognizing and raising issues with the business, Services, and Technology teams as appropriate. - Working within any SLAs agreed with management and various areas of the business. - Collaborating with colleagues across the business to ensure my team supports Saga’s strategic initiatives. - Creating and maintaining technical and process documentation. - Taking support requests via phone and webchat. - Managing my own queue of work in Service Now within the SLA requirements. - Maintaining a reasonable Customer Satisfaction (CSAT) rate and providing an exceptional level of customer service. - Monitoring and managing a shared mailbox. - Managing my own workload and using my initiative to complete tasks and training during off-peak times.

Description


At Saga, we recognize that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, which is why we have put together an amazing benefits package for all colleagues, including: - 25 days holiday plus bank holidays. - Option to purchase an additional five days of leave. - Pension scheme matched up to 10%. - Company performance-related annual bonus of up to 5%. - Life assurance policy on joining us, at four times salary. - Wellbeing program and colleague discounts, including family discounts on cruises, holidays, and insurance. - A range of reductions and offers from leading retailers, travel groups, and entertainment companies. - Enhanced maternity and paternity leave, and grandparents leave. - Income protection and access to Saga Academy, our bespoke learning platform. Over the past 70 years, we have become the UK's specialist provider of products and services for people aged over 50. Recognized for our high-quality products and exceptional standards of service, we aim to be the most trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers us to create moments that are personal and special for our customers and each other. We are committed to creating a truly inclusive culture where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment free from discrimination and harassment. We are proud to have been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista, a testament to the great culture we’ve built together. As champions of age inclusivity, we are signatories of the Age-Friendly Employer Pledge and committed to being a Disability Confident employer, ensuring that our recruitment process is inclusive and accessible. Your application will receive fair consideration, and you will receive personal communication throughout your journey when applying to join Saga.
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