Deskside Support Analyst

News Corp•Village of Depew, NY

About The Position

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 Tasks 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 arises 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 CUSTOMER SERVICE - 30% Tasks 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. CALL MANAGEMENT - 30% Tasks Log all reported interactions, incidents, problems and service requests into the ServiceNow system Gather required information from the customer Enter all activities relating to a logged call in the ServiceNow 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 KNOWLEDGE/QUALITY MANAGEMENT AND TEAM COLLABORATION/TEAMWORK - 15% Tasks 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 PROJECT MANAGEMENT - 5% Tasks ServiceNow 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 metrics Support projects on the AdSales Technology roadmap to ensure that new Technologies are deployed successfully into a BAU operation, with no disruption to Advertising Sales Monitor service queue for recurrent or emerging issues and lead root cause analyses to address Continually assess way to reduce calls in the Service Centre Ensure that there is a Robust up to date knowledgebase from which System Support can operate and assist with the building capability into the system support team through both coaching and formal methods.

Requirements

Advanced requirements Google Apps Suite
Salesforce, Adpoint, Cybersell
ServiceNow 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
Minimum 12 months Service Centre experience in a Corporate environment
Minimum 3 years’ experience in service and support
Proven experience working directly with multiple levels of customers, including senior management
Proven experience working with various operating systems such as Windows, OSX and other operating systems
Ability to build effective working relationships at all levels of the organization
Ability to effectively translate technical information and procedures to end-users
Ability to assume multiple responsibilities and remain productive within time-sensitive and fast-paced environments

Nice To Haves

Proficient\Desired requirements Cloud computing solutions – AWS
Knowledge of CRM and SAAS applications
Microsoft MCIPT/ MCP – Windows 10
ITIL v3/4 Foundation Certificate
Apple ACHDS, ACTC
Salesforce – Admin (Desired)
Newspaper or Media industry experience (desired)
Experience in acting team leader role
Deep experience across a broad range of business systems, include sales systems, Online CRM, SAAS and business intelligence applications
Fun, proactive personality

Responsibilities

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 arises 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 ServiceNow system
Gather required information from the customer
Enter all activities relating to a logged call in the ServiceNow 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
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
ServiceNow 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 metrics
Support projects on the AdSales Technology roadmap to ensure that new Technologies are deployed successfully into a BAU operation, with no disruption to Advertising Sales
Monitor service queue for recurrent or emerging issues and lead root cause analyses to address
Continually assess way to reduce calls in the Service Centre
Ensure that there is a Robust up to date knowledgebase from which System Support can operate and assist with the building capability into the system support team through both coaching and formal methods.