IT Support Analyst

Sage; Newcastle upon Tyne; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Sage is seeking an IT Support Analyst in Newcastle upon Tyne. The role focuses on providing first-line to some second-line technical support across Microsoft 365, identity services, and endpoint devices.

You will work with IT teams to resolve issues, document steps, and contribute to continuous improvement. The position is hybrid, based in the United Kingdom, with a culture of delivering high-quality colleague experiences.

Qualifications

• Experience in IT support for a corporate environment.
• Familiar with Microsoft 365 and identity services.
• Experience using ITService Management platforms and documenting steps.

Responsibilities

• Execute day-to-day IT support activities with a focus on colleague experience.
• Log, triage, and resolve IT requests; adhere to SLA targets.
• Document troubleshooting steps to enrich Knowledge Base.
• Identify opportunities for process optimization, automation and self-service.
• Assist with User Acceptance Testing (UAT) and support BAU operations.

Skills

IT support

Troubleshooting

Knowledge management

Tools

Microsoft 365

Identity services

ITSM platform

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 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.

IT

United Kingdom

Newcastle

Hybrid

Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritise growth, make bold choices, and focus and galvanise to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. We’re a Disability Confident employer — if you’re applying through this scheme or need adjustments at any stage, contact [e-mail].

IT Support Analyst

Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.