IT Support Analyst

SAGE; North East; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Sage in the United Kingdom is seeking an IT Support Analyst based in Newcastle. The role focuses on delivering frontline technical assistance for business applications, Microsoft 365, identity services, and endpoint devices, with attention to a smooth colleague experience.

You'll work in a hybrid environment, collaborating with IT teams to resolve requests, document steps, and contribute to continuous improvement, including UAT support and BAU readiness.

Qualifications

• Provide colleagues with technical support across business applications and access, Microsoft 365 and identity services.
• Support Microsoft 365 and endpoint devices (Windows/macOS, iOS/Android).
• Collaborate with IT teams to resolve requests and escalate when necessary.
• Operate primarily at first line (Tier 1) with some Tier 2 support.

Responsibilities

• Deliver day-to-day IT support with a focus on colleague experience.
• Log, triage, and resolve IT requests using IT Service Management platform.
• Document troubleshooting steps and enrich the Knowledge Base.
• Identify opportunities for process optimization, automation, and self-service.
• Assist with User Acceptance Testing (UAT) and support BAU readiness.

Skills

IT Support

Microsoft 365

End-user support

ITIL

Job description

Job Title

IT Support Analyst

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.

Function

IT

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

Advert

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:

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 .