IT Support Analyst (Hybrid) — First-Line Tech Support

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

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.