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

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

• Provide support, workarounds and solutions in response to specific business requests in a timely and cost effective manner
• Provide support through our main channels of Phone, Chats, Self-service and Tech-bars within KPI times
• Investigate, analyze and resolve escalations from the IT Service Centre
• Install and maintain hardware and software to departmental standards
• Escalate calls as required
• Create Problem Tickets for recurring incidents—managing peaks of recurrences in incidents that arise from complex/root causes or new system deployments
• Adhere to the Incident Priority Matrix at all times
• Adhere to the MIM process and IT escalation procedures
• Adhere to IT Incident & Problem Management including Queue Management
• Adhere to IT Support processes and procedures
• Identify recurring and repeat incidents and escalates appropriately
• All interactions are logged real time
• Adhere to the 3 Attempt Call Closure Process
• Manage the configuration and setup of new structures for system deployments or major business changes
• Act as a subject matter expert to Service Centre Analysts
• Manage and perform quality checks as per the quality guidelines

• 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
• Uses results of customer satisfaction measurements to improve services and has successful relationships with customers
• Owns an issue until a new owner has been found or the problem has been mitigated or resolved

• 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
• Adherence to the Change Management Process at all times

• 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 and assist with building capability into the System Support team through both 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

• Service Now development of catalogue items and providing business process guidance for Automation activities
• Support projects on the Global Technology roadmap to ensure that new technologies are deployed successfully into a BAU operation from Service Centre perspective, provide training and knowledgebase documentation to enable Service Centre resources to support and meet resolution KPI…