Lead Service Desk Analyst
Company: News Corp
Location: Princeton
Posted on: June 25, 2022
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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)
PI183187265
Keywords: News Corp, Trenton , Lead Service Desk Analyst, Professions , Princeton, New Jersey
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