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Desktop Support jobs in Newcastle upon Tyne

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    • IT Service Excellence: Execute day-to-day IT support activities with the colleague experience in mind, delivering a high quality, responsive service to all…
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    • Liaise with third-party vendors and support cybersecurity incident response.
    • Conduct site visits to maintain and support dealership IT systems and networks.
    • You will have previous experience working within an IT Service Desk, Helpdesk or technical support environment and enjoy helping people solve technical problems…
    • PROVEN experience in technical support or IT support roles, ideally within a help/service desk environment.
    • Assist with desktop support tasks such as installing…
    • Remote support tools such as Remote Desktop and VNC.
    • PCs and Microsoft operating systems, including desktop and server environments.
    • You'll bring significant experience from a Service Desk or IT support environment and will have operated at a senior analyst, second-line or team leadership…
    • Travel and support other sites.
    • The role covers incident/request fulfilment, device troubleshooting, IMAC activities, hardware support and proactive support of…
    • Provide support to staff either in person or remotely.
    • Alongside delivering training you will support end users remotely or in their place of work which can…
    • Customer support: 2 years (required).
    • This is a varied, hands-on role that blends customer service with genuine technical investigation.
    • Acting as a technical escalation point for our first line analysts, providing guidance and support to help resolve more complex issues.
    • Microsoft Access database support experience.
    • Provide support for in-house developed business-critical applications.
    • In the case that the Service Desk Analyst is unable to provide a solution to the problem, they would be required to escalate to second level support.
    • Provide expert support across Microsoft Cloud technologies, helping customers get the most from their environments.
    • Strong hands-on technical and third-line support experience.
    • Key Responsibilities • Deliver, maintain and enhance high-quality on-premises and cloud-based…
    • Deliver remote, telephone and occasional onsite support where required.
    • Ability to support users with varying levels of technical knowledge.

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Job Post Details

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IT Support Analyst
Sage
·
3.5
Newcastle upon Tyne
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Job details

Pay information not provided
Newcastle upon Tyne

Full job description

Job Description
Job purpose: Our mission is to transform the way IT is delivered to colleagues with a focus on simplicity, mobility, and efficiency. IT Support is core to enabling and maintaining service at the highest levels, ensuring our colleagues can remain focused on our customers. We support unified, global IT platforms, multi-channel engagement and a consistent, world class colleague experience across the globe.
In this role, you will provide colleagues with technical support across business applications and access, Microsoft 365 and identity services, endpoint devices (Windows and macOS laptops, iOS and Android mobiles) and audio-visual equipment. You will collaborate closely with other IT teams to resolve colleague requests, isolate root causes, and aid in rapidly restoring services when needed. Operating primarily at first line (Tier 1, with some Tier 2), you support the configuration, installation, and general troubleshooting of the endpoint ecosystem, contribute to continuous improvement projects, and ensure complex issues are accurately documented and escalated when necessary.

Key Responsibilities
Key Accountabilities and Decision Ownership:

  • IT Service Excellence: Execute day-to-day IT support activities with the colleague experience in mind, delivering a high quality, responsive service to all colleagues.


  • IT Incident & Request Management: Support the IT Support Team to efficiently log, triage, and resolve IT requests using our IT Service Management platform, taking ownership of your own requests and contributing to the shared team queue to ensure issues are prioritized and progressed in line with ITIL best practices and SLA targets.


  • IT Knowledge Management: Document technical troubleshooting steps and processes to enrich our Knowledge Base, ensuring higher first contact resolution and empowering colleague self-service.


  • IT Continuous Improvement: Actively identify and promote opportunities for process optimization, automation, and self-service.


  • IT Project & Operational Readiness: Assist with User Acceptance Testing (UAT) and actively support IT delivery teams as projects transition into daily business-as-usual (BAU) operations.
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