As a Helpdesk Analyst at Reuters, you will be the cornerstone of our customer support system, providing best-in-class service and customer support for our global clientele and distribution partners. This role combines editorial expertise with strong communication skills to manage and resolve inquiries related to Reuters' content, coverage, and delivery systems, covering video, text, pictures, graphics, and online content. You'll be instrumental in maintaining our reputation for excellence in customer service.
About the Role
Provide first-level support across Reuters products and services, from technical support and customer service for Reuters content and delivery to editorial response regarding daily Reuters coverage via multiple service channels (chat, contact us, and phone support).Engage in proactive service activities based on service and customer trends and alerting.Engage in the feedback lifecycle process in managing feedback submission to relevant product stakeholders.Manage high-severity incident swarming and communication for hot topics and high-severity cases.May be asked to work varying shifts. (day, evening and overnight).Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction.Maintain awareness of relevant news, technical, and product trends through self-learning/study, training classes and job shadowing.About You
3+ years of experience in IT support or help desk roles, preferably in a media environment.Higher education in Computer Science, Information Technology, Journalism, or related field. with basic understanding of journalistic practices and news production workflows a plus.Strong knowledge of Windows and Mac operating systems and familiarity with networking concepts (TCP/IP, DNS, DHCP) and IT security best practices. Experience with or exposure to JIRA, AzureDevOps (ADO), Salesforce, Service Now, and Office365.Experience with content management systems, digital asset management, and media production software.Strong verbal and written communication skills and problem-solving skills are a necessity. Strong experience performing root cause analysis in a customer support environment.Experience performing triage, management, escalation, and follow-up for various severity issues.Ability to be highly productive, both working alone and in close collaboration within a team, able to multi-process and thrive in a fast-paced, customer-driven, sometimes unpredictable—but engaging environment.#LI-HB2
What’s in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.