Support Analyst at Sage

The Desktop Support Analyst provides second-tier support to colleagues for either PC, Mac, 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. Contributes to projects impacting the Colleague Services team. Escalates more complex problems to senior level Desktop Support colleagues.

Key Responsibilities Key Accountabilities And Decision Ownership

• Managing 1st and 2nd line service requests using Service Now, following an ITIL model with opportunities to support a variety of technologies.
• To be responsible for all support activities, delivering a high-quality support service to all Sage colleagues
• Supporting the user acceptance testing process for all key IT deliverables
• Effective troubleshooting, to assist in the resolution of user problems in an effective and timely manner
• Evaluate and encourage on-going proactive feedback from customers
• Prioritising tickets effectively within agreed timelines, to meet or exceed customer expectations
• Handling the transfer of all escalated calls from the Service Desk to ensure continued ownership of 1st line contacts
• Understand the impact of a process change on a system and be able to introduce and managing desk side services at all Sage offices and UK training centres, inclusive of hardware and software support

Must Have

Skills, know-how and experience:

• Microsoft Operating Systems and Software
• Mac OSX/Apple iOS
• Office 365 Suite
• Skype for Business/Microsoft Teams
• Strong hardware and software troubleshooting skills
• Proficiency in English language, verbal and written
• Excellent organisational skills
• Excellent customer services skills
• Able to adapt to significant changes in either technology or environment
• Maintenance of personal technical competence in all relevant areas

Preferred: (2 or 3 Max)

• Microsoft MDT
• Microsoft SCCM
• Cisco Telepresence

Technical / Professional Qualifications

• CompTIA A+ or similar
• Appreciation of the benefits of software support and maintenance disciplines and processes, based on the ITIL model
• ITIL Foundation

Key Performance Indicators

• On-going support and maintenance of relevant services as part of a three-tier support model (delivering solutions/fixes within team objectives)
• Building effective relationships, based on trust and support, across all levels of Sage
• Ensuring clear understanding and communication of all changes, risks, issues and dependencies, that impact Sage
• Consistently delivering KPI’s for ticket queue and customer satisfaction in line with team objectives