EUC Support Analyst

Job Description

Job Title: EUC Support Analyst

Location: Dublin, Ireland (100 % office)

Job Purpose and primary objectives:

• In support of Sage’s vision, the IT function has moved to a single global operating model. Sage has also moved to a hybrid working model that requires a variety of support mediums, both in and out of Sage offices. Our mission is to transform the way IT is delivered to customers and colleagues across the world with an emphasis on simplicity, mobility, and efficiency. The EUC Support function is core to enabling and maintaining services at the highest levels, so our colleagues focus more on our customers and increasing revenue by providing unified global IT platforms, multi-channel customer engagement and a consistent customer experience across the globe.
• The EUC Support Analyst provides first and second-tier support to colleagues for workstation (e.g. Windows, Mac/OSX) and Mobile (e.g. IOS, Android) 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. Contributes to projects impacting the Colleague Services team. Escalates more complex problems to senior-level EUC Support colleagues.

Key responsibilities (please specify if the position is an individual one or part of a team):

• This position is a part of a larger Sage EUC team spread across the globe.

Key Responsibilities include:

• Managing 1st and 2nd line service requests using Service Now, 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
• Write knowledge base documentation to support changes implemented for applications for both self-service and cross-skilling
• Prioritizing support tickets effectively within agreed timelines, to meet or exceed colleague expectations
• Identify opportunities for improvement and take accountability for implementing them

Other responsibilities – Budgets, targets, equipment, etc (please specify):

Key performance indicators: (3-5 Max)

• Delivery of all IT support contacts via the required service delivery model (e.g. phone, chat, self-service, deskside visit, walk-up service, etc.)
• The ticket queue is managed ensuring all issues are resolved or escalated following best practices and established operating procedures
• Building effective relationships, based on trust and support, across all of Sage
• Consistently delivering KPIs for ticket queue and customer satisfaction in line with team objectives

Key Skills/Knowledge:

Must have: (5 or 6 Max)

• Desktop and Mobile Operating Systems (e.g. Windows, Mac/OSX, IOS, Android)
• Desktop and Mobile Application Software (e.g. Office 365, Outlook, Teams, etc.)
• Proficiency in the English language, verbal and written
• Excellent customer services skills
• Maintenance of personal technical competence in all relevant areas

Preferred: (2 or 3 Max)

• Microsoft SCCM and Intune
• Microsoft MDT or other imaging and software installation automation tools

Technical / professional qualifications preferred:

• ITIL Foundation
• CompTIA A+ or similar