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  • Posted: Apr 22, 2021
    Deadline: Not specified
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    At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
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    Senior Desktop Support Analyst

    Job Description    

    The EUC Support Senior Analyst provides first, second and third-tier support to colleagues for workstation (e.g. Windows, Mac/OSX) and Mobile (e.g. IOS, Android) applications, and hardware. The position interacts with other IT areas to restore service and/or identify and correct problems. Coordinates configuration/installation and general troubleshooting of PC hardware and software. May recommend systems modifications to reduce user problems. Works on tasks of moderate to high complexity, completing work in a timely fashion. Provides guidance and mentorship to junior colleagues. Contributes to internal and matrix projects impacting Colleague Services.
    Key Responsibilities    

    • Managing 1st ,2nd, and 3rd line support and service requests using Service Now, following an ITIL model with opportunities to support a variety of technologies
    • Effective troubleshooting, to assist in the resolution of single user and larger scale support issues in an effective and timely manner
    • Supporting the user acceptance testing process for all key IT deliverables

    Key performance indicators: (3-5 Max)

    •  Delivery of all IT support contacts via the required service delivery model (e.g. phone, chat, self-service, deskside visit, walk-up service, etc.)
    •  Support queues and project tasks is managed ensuring all issues are resolved or escalated following best practices and established operating procedures
    •  Consistently delivering KPI’s for ticket queue and customer satisfaction in line with team objectives
    •  Delivery of project-related services within requirements of projects and business
    •  Write knowledge base documentation to support changes implemented for applications for both self-service and cross skilling
    •  Prioritising support and project tasks effectively within agreed timelines, to meet or exceed colleague expectations for self and others in the team
    •  Identify opportunities for improvement and take accountability for implementing them for self and others in the team
    •  Effectively contribute in IT Business Team meetings to ensure that all changes or enhancements are successfully implemented.
    •  Building effective relationships, based on trust and support, across all of Sage

    Skills, know-how and experience:
    Must have:

    •  Desktop and Mobile O/S (e.g. Windows, Mac, IOS, Android) – Two Years
    •  Desktop and Mobile Apps (e.g. Office 365, Outlook, Teams, etc.) – Two Years
    •  User administration/security management via AD/Azure/Office 365 – One Year
    •  Proficiency in local region language, verbal and written
    •  Demonstrated excellent customer service and collaboration skills

    Preferred:

    •  Microsoft/other endpoint management solutions (e.g. SCCM, Intune, MDT, Jamf)
    •  Proficiency in English language (if not primary language), verbal and written

    Method of Application

    Interested and qualified? Go to Sage on sagehr.secure.force.com to apply

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