Deskside Support Analyst

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status. EEO/Disabled/Vets

Job Description:

Purpose
To provide professional and effective first level support to all News Corp business users and departments globally on the various networks and computer systems within the organization, onsite or remotely. Provide system support to customers.

• Customer Service (30%)
• Deliver a high level of service to exceed customer expectation
• 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 Management on service improvement opportunities
• Manage business expectations and negotiate to prioritize requests and resolve problems
• Establish and maintain relationships with key stakeholders across News Tech
• Use results of customer satisfaction measurements to improve services and maintain successful relationships with customers
• Owns an issue until a new owner has been found or the problem has been mitigated or resolved

• Call Management (30%)
• Log all reported interactions, incidents, problems and service requests into the Service Now system
• Gather required information from the customer
• Enter all activities relating to a logged call in the Service Now system
• Keep the customer informed of the status of their call
• Queue volume are within agreed target
• Adherence to the Change Management Process at all times
• Zero Configuration issues due to setup

• Knowledge/Quality Management and Team Collaboration/Teamwork (15%)
• Provide support for the Service Centre Analysts
• Perform Quality process on Service Centre Analyst phone call and chat interactions
• Participate in Team Meetings
• Assist team members with technical support processes and procedures
• Assist team members with problem resolution, especially in those areas where knowledge is superior
• Creation and updating of internal training program for new starters and pod rotations
• Understand the IT knowledge management system and document and maintain the technical support repository
• Assist with building capability into the System Support team through coaching and formal methods
• Identify and report inadequate documentation
• Support and encourage communication between Global Technology resolver teams
• Provide back up to the Manager
• Assist management and team with inductions, training, coaching and mentoring
• Perform quality checks and provide feedback to agents

• Project Management (5%)
• Service Now development of catalogue items and providing business process guidance for automation activities
• Support projects on the Global Technology roadmap to ensure new technologies are deployed successfully into a BAU operation from Service Centre perspective; provide training and knowledgebase documentation
• Support projects on the AdSales Technology roadmap to ensure new technologies are deployed without disruption to Advertising Sales
• Monitor service queue for recurrent or emerging issues and lead root cause analyses
• Continually assess ways to reduce calls in the Service Centre
• Ensure a robust up-to-date knowledgebase to support the system support team through coaching and formal methods

• Technical Competencies (Advanced Requirements)
• Google Apps Suite
• Salesforce, Adpoint, Cybersell
• Service Now Development – Catalogue Items
• MS Office
• Windows 10/Mac OSX
• Service Desk:
  Call logging, escalation and resolution
• Troubleshooting in an enterprise environment
• Production/Publishing systems
• ITIL Best Practice Methodologies

• Comprehensive Requirements
• Problem Management
• Knowledge Management Systems
• LAN and WAN infrastructure technologies
• Intel hardware
• Remote support tools – Dameware

• Proficient / Desired requirements
• Cloud computing solutions – AWS
• Knowledge of CRM and SAAS applications

• Qualifications
• Microsoft MCIPT/ MCP – Windows 10
• ITIL v3/4 Foundation Certificate
• Apple ACHDS, ACTC
• Salesforce – Admin (Desired)

• Experience
• Minimum 12 months Service Centre experience in a corporate environment
• Minimum 3 years’ experience in service and support
• Proven experience…