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Lead Service Desk Analyst

Company: News Corp
Location: Princeton
Posted on: June 25, 2022

Job Description:

About News Corp
News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses 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.

Lead Service Desk Analyst
To provide day-to-day leadership for the Service Desk and maintain business relationships with News Tech and Business Managers.
Ensure the agreed service levels, response standards and Key Performance Indicators are achieved, maintain ownership, monitoring, tracking and communications about interactions, incidents and problems

What you'll do:

Deliver a high level of service to exceed customer expectation

Build and maintain relationships with the business to ensure a high quality and highly responsive Service Desk service to the business

Maintain effective and efficient Service Desk operations that adhere to IT&T standards

Pro-actively manage first level diagnosis and resolution of internal support requests

Assist the Service Desk team resolve calls logged by the business users

Provide an escalation point for Service Desk staff and business users

Contribute to the development of formal Service Level Agreements (SLA)

Monitor call volumes, call origins and resolution rates

Generate and provide weekly and monthly reports to the Service Desk Manager, including incident management and call management information

Involve other technical support analysts and the Service Desk Manager in addressing major issues

Review technologies and processes to optimise Service Desk support efficiency and service quality

Update and maintain support knowledge base/s in line with the Knowledge Management framework

Ensure that before systems are released Service Desk have all the necessary support information

Ensure and maintain Service Desk documentation and procedures (in line with National Standards) whenever changes to systems or processes are implemented

Document new procedures and practices and ensures all staff are proficient

Comply with the IT&T defined incident management, problem management, change management, communication and escalation procedures

Ensure and maintain Service Desk documentation and procedures within Knowledge Base whenever changes to systems or processes are implemented

Create a people focussed culture which is innovative and achievement oriented underpinned by being collaborative, responsive, agile and adaptable

Ensure all employees receive effective career management and development to enable them to reach their potential

Identify and recognise high performance

Provide feedback coaching and development of direct reports with specific regard to their own leadership, development and business performance

Ensure all direct reports roles and objectives are clear and understood

Conduct performance achievement reviews (PAR) with direct reports and adhere to performance and development review cycle

Ensure effective people resource management and optimisation across the business

Manage and develop a virtual team as required for Incident Management

Investigate and address poor performance and misconduct through the disciplinary process

Ensure all compliance activities and requirements are managed

Always operate within the IT Values; lead by example

Ensure the Service Desk is appropriately staffed during Service Desk support hours and continues to look for ways to improve service outcomes

Conduct 1-on-1 informal staff performance reviews monthly

Undertake monthly team meetings and staff engagement surveys

Reviews interaction handle time trends and agrees with the team leaders the projected figures to use

Determines staffing levels required to handle forecasted loads.

Develops rosters to meet demand utilizing Erlang-C calculations and other workforce planning tools

Reviews trends in Customer self-help usage and leads discussions with team leaders to influence demand for self help through an improved self-help experience

Prioritize incidents based on impact and urgency

What you'll need:

ITIL v3 Foundation Certificate

Microsoft MCSA or MCSE (desired)

Minimum 12 months experience in a Senior Service Center or Team Leader role

Minimum 3 years of relevant IT support experience

Detailed understanding of Service Desk / customer support processes

Demonstrated leadership skills and people management within a roster environment

Delivering IT support in a large and complex environment

Newspaper or Media industry experience (desired)


Keywords: News Corp, Trenton , Lead Service Desk Analyst, Professions , Princeton, New Jersey

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