Desktop Support Analyst

UK-London
Job ID
2017-16970
Category
Information Services (IS)
Position Type
full-time

Overview

As part of the UKI Infrastructure & Operation Team, this role will actively provide an extraordinary customer support for the Sage colleagues. Based at the London Bridge office, within The Shard , this role will require supporting the Sage Executive team. The Desktop Support Analyst will consistently deliver a high level of hardware, application and service support on all IT requests. You will be required to manage this site as part of a virtual UK team being able to demonstrate a high level of motivation, customer services focus and being able to work unsupervised.

Responsibilities

  • To be responsible for all support activities, delivering a high quality support service to    all Sage UK & Ireland colleagues.
  • Providing support to deliver Skype Broadcast calls to 13,000 colleagues
  • First line & Second line support queries for Sage Executive colleagues
  • Site management for the London office. Will require occasional work at other local sites within the London area.
  • Building new kit for colleagues, utilizing systems such as SCCM or MDT
  • Stock management ensuring we have kit and peripheral availability at all times.
  • Effective troubleshooting, to assist in the resolution of user problems in an effective and timely manner
  • Writing user documentation to support changes implemented for applications for both self-service and cross skilling
  • 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
  • Generate an understanding of the risk and impact of issues arising in the different areas across Sage to enable prioritisation
  • Evaluate and encourage on-going proactive feedback from customers
  • Prioritising 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

 

Skills, know-how and experience:

 

 

  • Proficiency in English language, verbal and written
  • Excellent organisational skills
  • Excellent customer services skills
  • Understanding of complex business problems and requirements
  • Strong communicator and Influencer
  • Able to adapt to significant changes in either technology or environment
  • Relationship management
  • Maintenance of personal technical competence in all relevant areas

 

relevant areas

Qualifications

  • MCDST, MCP, CompTIA A+ or similar
  • Appreciation of the benefits of software support and maintenance disciplines and processes, based on the ITIL model 
  • ITIL Foundation
  • Skype for Business or Skype Broadcast experience
  • Apple Mac experience

Company Information

Our Story


Sage is the market leader for integrated accounting, payroll and payment systems, supporting the ambition of the world’s entrepreneurs.

 

Like many of the businesses we serve, Sage began as a small business and has grown beyond what seemed imaginable. Today over 13000 colleagues now support millions of entrepreneurs across 23 countries as they power the global economy.

It is these entrepreneurs who are the drivers of prosperity and it’s our privilege and honour to serve them. We take real pride from how many of our customers have flourished and, that our products have grown with them as they moved from start-up to successful, international businesses.

In a world where only the voices of the biggest are heard, we will always fight to hear the voice of the entrepreneur.

 

An innovator today and tomorrow     

Our smart people use the smartest technology to reinvent and simplify business accounting - working with a thriving community of entrepreneurs, business owners, tradespeople, accountants, partners and developers. 

We enable our customers to focus on their business and help them to leapfrog to the future.

 

Inventing the future 

We are changing the way that millions of businesses track the movement of money through their business. We are also changing the way we do business. And as a FTSE 100 business we believe in a socially-responsible world and we are active in supporting our local communities and invest in making a real difference through the philanthropy of the Sage Foundation. Our Sage Foundation is based on the 2+2+2 model - 2% of free cash flow, 2% of colleagues' time and up to 2 free products each year to charitable organizations. Colleagues are empowered to give to the causes that matter to them.

Our customers make life-sacrifices. They take risks to follow their dreams and pursue their passions and, on this, global prosperity is built. They deserve a bigger voice and we will always work hard to champion this noble cause.

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