Senior Desktop Support Analyst at Sage

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