IT Support Analyst

Sage City; Newcastle upon Tyne; On-site; GBP 22,000 - 28,000; Full time

Job summary

Sage City in Newcastle upon Tyne seeks an IT Support professional to provide frontline technical assistance across business applications, Microsoft 365, identity services and endpoint devices. You will work with cross-functional teams to resolve issues, document troubleshooting steps, and help maintain a high-quality colleague experience.

The role focuses on first-line support with some Tier 2 activities, contributing to continuous improvement projects and ensuring issues are escalated when

Qualifications

• Experience delivering first-line IT support to colleagues.
• Familiarity with ITIL practices and SLA targets.
• Experience with Microsoft 365 and identity services.
• Experience supporting Windows, macOS and mobile devices.
• Ability to document troubleshooting steps for knowledge base.

Responsibilities

• Provide colleagues with technical support across business applications and access, Microsoft 365 and identity services.
• Troubleshoot endpoint devices and audio-visual equipment, collaborating with IT teams.
• Log, triage and resolve IT requests using the ITSM platform, meeting SLAs.
• Document steps and contribute to knowledge management and continuous improvement.
• Support UAT and assist with BAU transitions for IT projects.

Skills

Customer service

Communication

Team collaboration

Problem solving

Microsoft 365

Endpoint devices

Tools

Microsoft 365

ITSM platform

Windows

macOS

iOS/Android devices

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.