Support Analyst

SAGO is a global leader in market research and data solutions, committed to connecting human answers to business questions. The world is transforming, and SAGO is continuously reaching new heights, redefining our solutions beyond our clients' wildest expectations, and making it smarter, faster, and easier to gain insights that matter.  

We're a team of innovators, strategists, and problem-solvers, passionate and inspired thinkers, who celebrate our wins. Vibrant Leaders who empower our colleagues and innovate the Market Research industry. Curious learners, constantly finding new ways to transform. Bold thinkers and Authentic team members who show up to work every day being ourselves, never afraid of new ideas or opinions, because we believe they matter.

We are seeking a detail-oriented Support Analyst to join our team at Sago. In this role, you will provide essential front-line support for internal platforms used by employees, diagnosing and resolving technical issues while ensuring smooth operations.

Key Responsibilities

• Respond to platform-related inquiries via email, chat, or ticketing systems, providing clear solutions to non-technical users.
• Manage tasks from a shared queue, prioritizing and closing tickets in a timely manner.

• Diagnose issues using decision trees and tools, collaborating with internal teams for escalations.

• Follow documented processes and ensure accurate issue tracking and resolution.

• Use Microsoft Excel to analyze data and assist users with platform-related tools.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 2-3 years in IT support, helpdesk, or customer service.
• Strong problem-solving and troubleshooting skills.
• Proficient in Microsoft Excel (filters, formulas, data validation).

• Excellent verbal and written communication skills.
• Ability to follow detailed instructions and manage repetitive tasks.
• Familiarity with Microsoft Windows, Cloud-based file management, and Microsoft Office Suite (Excel, Outlook, Teams).
• Experience with Jira Service Desk is a plus.