IT Support Analyst - Global Service Desk, Tier 1/2

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

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