Service Desk Analyst

Sage UK Limited
Newcastle Upon Tyne
+ Competitive Benefits
05 Oct 2016
27 Oct 2016
Contract Type
An excitin g opportunity has arisen to join the Service Desk within Sage . As a Service Desk Support Analyst in the IT team, you’ll be providing telephone and email support to our colleagues across the UK and Ireland. The successful applicant will be self-motivated, organised and methodical with a good understanding of Microsoft Operating Systems, Office applications and Active Directory. It would desirable but not essential to have experience supporting Office365 and SharePoint online. You’ll have excellent problem solving and communication skills. You’ll work alongside other colleagues across IT , as well as other areas across Sage, ensur ing that customer queries are managed successfully through to resolution. Key areas of responsibility To be responsible for all support activities, delivering a high quality support service to all Sage UK & Ireland colleagues Provide functional expertise in all aspects of the assigned application and systems Effective troubleshooting, to assist in the resolution of user problems in an effective and timely manner Write user documentation to support changes implemented for applications for both self-service and cross skilling Ensure the on-going stability and enhancement of existing systems Ensuring efficient service delivery for our business customers Coordinating compliance and audit requirements for our core applications and PC’s / Laptops Generate an understanding of the risk and impact of issues arising in the different areas across Sage to enable prioritisation Drive initiatives to explore new ways to use technologies to the benefit of Sage Prioritising tickets effectively within agreed timelines, to meet or exceed customer expectations Maintain a predictable level of performance and quality by achieving or exceeding agreed service levels and KPI’s Key Deliverables & KPI’s Delivery of all Service Desk support contacts via phone, self-service & Desk visits. Building effective relationships, based on trust and support, across all levels of Sage and with external partners and suppliers. Consistently delivering KPI’s for ticket and phone queue in line with team objectives. Qualifications Knowledge of the ITIL model Knowledge of all Microsoft Operating Systems and Office applications essential Knowledge of Active Directory Skills, Knowledge & Experience Excellent organisational skills Excellent customer services skills Strong communicator and Influencer Able to adapt to significant changes in either technology or environment Experience in a Service Desk environment Proven experience of supporting application queries We enjoy a high performing culture with a strong emphasis on developing our people . We will help you achieve your goals through regular career development plans, a commitment to continuous professional development and the freedom to unleash your potential. This job was originally posted as