Service Desk Analyst
vor 24 Stunden
Responsibilities: Provide support, workarounds, and solutions in response to specific business requests in a timely and cost-effective manner.Provide support through our main channels of Phone and Chats, Self-service, and Tech-bars within KPI times.
Email support and face-to-face support is also required on occasion.Install and maintain software to departmental standards.Escalate calls to Senior Service Desk Analyst as required.Identify recurring and repeat incidents and escalate appropriately.Create Problem Tickets for recurring incidents, link Incidents to Problem tickets to identify impact.Log all interactions in real-time.Adhere to MIM process and IT escalation procedures.Adhere to IT Incident & Problem Management procedures including Queue Management.Adhere to IT Support processes and procedures.Adhere to Quality guidelines and requirements.Adhere to the 3 Attempt Call Closure Process.Customer Service (35%): Deliver a high level of service to exceed customer expectations.Manage customer service functions, including responding to issue reports, information requests, and access.Use results of customer satisfaction measurements to improve services and maintain successful relationships with customers.Own an issue until a new owner has been found or the problem has been mitigated or resolved.Listen and follow through on commitments to customers within IT processes and procedures.Use a professional and friendly manner in all liaisons with customers.Make recommendations to Service Centre Team Leader on service improvement opportunities.Call Management (20%): Log all reported interactions, incidents, problems, and service requests into the Service Management system (ServiceNow).Gather required information from the customer.Enter all activities relating to a logged call in the Service Management system (ServiceNow).Keep the customer informed of the status of their call.Knowledge Management and Team Collaboration/Teamwork (10%): Assist team members with technical support processes and procedures.Assist team members with problem resolution, especially in areas where knowledge is superior.Participate in team meetings.Understand the IT knowledge management system and document and maintain the technical support repository.Identify and report inadequate documentation.Support and encourage communication between News Corp businesses.Help to develop process efficiency and common ways in which processes are optimized.Support specific activities to improve development processes.Analysis: Break issues down into their components as a means of assessing problems and risks.Systematically compare different features, data, and/or aspects of problems.Identify assumptions, time sequences, and/or causal relationships.Communication – Verbal: Convey meaning to both individuals and groups in a succinct and fluent manner.Tailor message and style to suit target audience.Communication – Written: Clearly express meaning in writing using appropriate structure, grammar, and language.Tailor message and style to suit target audience.Customer and Client Orientation: Resolve user requests to a minimum of the agreed service level agreement.Focus efforts on discovering and meeting the customer's and/or client's needs.Empathize with the end user and use customer-focused metrics to achieve a satisfying outcome.Respond to customer's and/or client's needs in a manner that adds value and generates satisfaction.Actively listen and follow through on commitments to customers and/or clients.Detail and Quality Orientation: Proactively check work to ensure accuracy.Adopt a thorough and methodical approach to work.Consistently maintain high standards for self and others.Planning and Organizing: Establish a course of action for self and/or others to accomplish specific goals.Schedule and coordinate events, activities, and resources in a timely manner.Actively monitor timescales, plans, and resources to manage risk appropriately.Team Orientation: Display willingness to work as part of a group, as opposed to working separately or competitively.Create group synergy by pursuing collective goals.Provide collaborative and seamless support within a Desktop capacity when necessary or asked to contribute to the Techbar duties.Advanced Requirements: Google Apps SuiteMS OfficeService Desk: Call logging, escalation, and resolutionWindows 10Mac OSXTroubleshooting in an enterprise environmentITSM tools – ServiceNow (Desired)ITIL Best Practice MethodologiesLAN and WAN infrastructure technologiesIntel hardwareRemote support tools – DamewareProficient Desired Requirements: Knowledge management systemsCloud computing solutions – AWSKnowledge of CRM and SAAS applicationsProduction/Publishing systemsQualifications: Microsoft MCIPT/ MCP – Windows 10ITIL v3/4 Foundation CertificateApple ACHDS, ACTCExperience: Minimum 12 months Service Centre experience in a Corporate environment.Proven experience working directly with multiple levels of customers, including senior management.Proven experience working with various operating systems such as Windows, OSX, and other operating systems.Newspaper or Media industry experience (desired).Abilities: Ability to build effective working relationships at all levels of the organization.Ability to effectively translate technical information and procedures to end-users.Ability to assume multiple responsibilities and remain productive within time-sensitive and fast-paced environments.Job Category: News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world.
The company comprises businesses across a range of media, including news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.
Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.
For any questions or concerns on our website, please contact .
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