Service Desk Analyst

Nashville, TN

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.

Help Desk Analyst - Contract to hire

NewsCorp is looking for a Help 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

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.

Job Category:

Technology Group
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