Service Desk Analyst
Company: News Corp
Location: Princeton
Posted on: June 26, 2022
Job Description:
Equal Opportunity Employer All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, national origin, protected veteran status, or
disability status. EEO/AA/M/F/Disabled/Vets News Corp
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. Service Desk Analyst- Contract to hire NewsCorp is looking
for a Service Desk Analyst to provide internal facing technical
support for our employees and contractors. NewsTech is a shared
technology services model across several News Corp business units
including; Dow Jones, HarperCollins, The New York Post, and
Realtor.com. Candidates should have a passion for technology and a
desire to help people. The individual in this role has a wide scope
of responsibilities including PC, Mac, networking, SCCM, Active
Directory, Office 365, and more. They will provide assistance with
issues, questions, and requests submitted by our customers via
remote access, through telephone, e-mail, ticketing system, and/or
hands on intervention as needed. Service Desk Analysts are
responsible for coordinating appropriate interactions to address
every request to resolution. This position requires a high
percentage of incident resolution, problem-solving and technical
skills using various diagnostic tools. In addition, interpersonal
skills are required to guide customers through situations,
providing the highest levels of resolution, support and customer
satisfaction, in-line with company policy and procedures. This may
often be under challenging; conditions. Responsibilities:
- Record and where possible, resolve customer queries using
various diagnostic tools and interpersonal skills
- Record, and where possible, fulfill service requests
- Own and progress incidents and requests with other Technology
teams, on the customer's behalf
- Manage high impact incidents affecting the technology systems
and environments
- Provide the highest levels of customer support and satisfaction
in-line with the NewsCorp policy and procedures
- Responsible for answering telephone calls in a polite and
timely manner whilst achieving agreed call wait levels
- To ensure all calls are logged accurately and categorized
correctly with all relevant information being recorded
- Ensure that all emails are logged correctly and in a timely
manner and that all information is accurately collated to enable
the Service Desk or other teams to easily assess the requirements
and respond to customers and the business within the agreed service
level targets
- To ensure that Operational Level Agreement and Service Level
Agreement levels are adhered to at all times
- To prioritize workload, and escalate high priority calls to
Service Desk Management as necessary
- To work using own initiative and work within a team
environment
- To understand and undertake the roles and responsibilities
outlined in the Incident management process to the highest
standard
- To strive to deliver continual service improvement, proactively
suggesting improvements to the incident management process to the
Incident manager or other process areas as identified
- To manage and handoff incidents and service requests to
offshore locations and coordinate with these teams as
necessary
- To maintain a comprehensive understanding of the Service Desk
knowledge base systems to deliver an unparalleled customer service
experience
- To strive to attain the highest possible first time service
resolution rate for customers
- To actively promote the Service Desk team to adhere to good
practice and ITIL process wherever necessary
- To liaise with other members of the Service Desk in relation to
Incidents and Service Requests and to maintain strong general
communication lines
- To maintain an up-to-date level of knowledge with regards
technology, in particular security policies and company
standards
- The role holder would be expected to develop a comprehensive
knowledge of the company's business plans and organization,
including key users of technology and their needs
- The role holder will receive an incentive payment for attaining
the highest level of customer satisfaction and meeting all related
Service Desk targets
- Work as part of a global operation, providing on-call support
and onsite support as required
- Must be willing to work unsociable hours on occasion and be
prepared to travel between locations as needed Required Skills:
- An excellent telephone manner is required together with the
ability to handle challenging support situations with a calm and
methodical approach
- Formal education preferably. Desirable qualification in a
technical discipline, demonstrating skills in the understanding,
investigation, analysis and presentation of complex
information
- Desirable to hold ITIL qualification V3 Foundation level
- Desirable to hold Microsoft Certified Professional, Microsoft
Technology Specialist or equivalent technical certification
- Desirable to have previous experience of working with Remedy,
JIRA, ServiceNow or another relevant Service Management tool
- Desirable to have experience of working with Active Directory,
SAP, Google Mail, MS Office, Windows and Mac environments, and have
a good understanding of networks
- Relevant experience in a Service Desk or Call Centre
environment
- 2 years' experience in a Service Desk / Help Desk environment
is desirable
- Strong Team Player, excellent communication skills, excellent
organizational skills, self-motivated / drive, Flexible
- Good interpersonal skills for written, oral and face to face
communications, both within Technology and the business
- Ability to lift 30 lbs., and agility to work under desks at
times PI182153570
Keywords: News Corp, Trenton , Service Desk Analyst, Professions , Princeton, New Jersey
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