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)








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