The Desktop Support Senior Analyst provides second-tier support to colleagues for either PC, Mac, applications, and hardware. The position interacts with other IT areas to restore service and/or identify and correct problems. Coordinates configuration/installation and general troubleshooting of PC hardware and software. May recommend systems modifications to reduce user problems. Works on tasks of moderate to high complexity, completing work in a timely fashion. Provides guidance and mentorship to junior colleagues. Contributes to matrix projects impacting Colleague Services.

Responsibilities:

• Managing 1st, 2nd and 3rd line service requests using ServiceNow/Salesforce, following an ITIL model with opportunities to support a variety of technologies.
• To be responsible for all support activities, delivering a high-quality support service to all Sage colleagues
• Supporting the user acceptance testing process for all key IT deliverables
• Effective troubleshooting, to assist in the resolution of user problems in an effective and timely manner
• Prioritizing tickets effectively within agreed timelines, to meet or exceed customer expectations
• Handling the transfer of all escalated calls from the Service Desk to ensure continued ownership of 1st line contacts
• Work as part of IT teams and IT Management team to ensure that all outages are restored and identify root cause.
• Generate an understanding of the risk and impact of issues arising in the different areas across Sage to enable prioritization
• Provide on-going training to the team to ensure that knowledge of the Sage business and the ever changing business processes is both up to date and relevant

Requirements:

• Microsoft Windows 10
• Mac OSX
• Office 365 Suite
• Microsoft Teams
• Active Directory
• Mobile Device Management
• Strong hardware and software troubleshooting skills
• Proficiency in English language, verbal and written
• Excellent organisational skills
• Excellent customer services skills
• Maintenance of personal technical competence in all relevant areas

Preferred:

• ServiceNow, Salesforce
• Windows Intune, VMware WorkspaceOne Airwatch, Jamf
• Apple DEP

Technical / professional qualifications:

• CompTIA A+ or similar
• Appreciation of the benefits of software support and maintenance disciplines and processes, based on the ITIL model
• ITIL Foundation

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