**Job Description :** INCIDENT AND PROBLEM RESOLUTION _- 35%_ **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 and Chats Phone, Self-service and Tech-bars within KPI times. Email support and face-to-face support is also required on occasion. + Install and maintain software to departmental standards + Escalate calls to Senior Service Desk Analyst as required + Identify recurring and repeat incidents and escalates appropriately + Create Problem Tickets for recurring incidents, link Incidents to Problem tickets to identify impact + All Interactions are logged ‘real time’ + Adhere to the MIM process and IT escalation procedures + Adhere to IT Incident & Problem Management procedures including Queue Management + Adhere to IT Support processes and procedures + Adhere to the Quality guidelines and requirements + Adhere to the 3 Attempt Call Closure Process CUSTOMER SERVICE _- 35%_ + Deliver a high level of service to exceed customer expectation + Manages customer service functions, including responding to issue reports, information requests, and access. + 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. + 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 Team Leader on service improvement opportunities CALL MANAGEMENT _- 20%_ + Log all reported interactions, incidents, problems and service requests into the Service Management system (Service now) + Gather required information from the customer + Enter all activities relating to a logged call in the Service Management system (Service now) + Keep the customer informed of the status of their call KNOWLEDGE MANAGEMENT AND TEAM COLLABORATION/TEAMWORK _- 10%_ + Assist team members with technical support processes and procedures + Assist team members with problem resolution, especially in those areas where knowledge is superior + Participate in team meetings + Understand the IT knowledge management system and document and maintain the technical support repository + Identify and report inadequate documentation + Support and encourage communication between News Corp businesses + Help to develop process efficiency and common ways in which processes are optimized. + Supports specific activities to improve development processes. ANALYSIS _-_ _Self_ + Breaks issues down into their components as a means of assessing problems and risks + Systematically compares different features, data and/or aspects of problems + Identifies assumptions, time sequences and/or causal relationships COMMUNICATION - VERBAL _-_ _Self_ + Conveys meaning to both individuals and groups in a succinct and fluent manner + Tailors message and style to suit target audience COMMUNICATION - WRITTEN _-_ _Self_ + Clearly expresses meaning in writing using appropriate structure, grammar and language + Tailors message and style to suit target audience CUSTOMER AND CLIENT ORIENTATION _-_ _Self_ + Resolves user requests to a minimum of the agreed service level agreement + Focuses efforts on discovering and meeting the customer's and/or client’s needs + Able to empathize with the end user. Uses customer-focused metrics to achieve a satisfying outcome. + Responds to customer's and/or client's needs in a manner that adds value and generates satisfaction + Actively listens and follows through on commitments to customers and/or clients DETAIL AND QUALITY ORIENTATION _-_ _Self_ + Proactively checks work to ensure accuracy + Adopts a thorough and methodical approach to work + Consistently maintains high standards for self and others PLANNING AND ORGANIZING - Self + Establishes a course of action for self and/or others to accomplish specific goals + Schedules and coordinates events, activities and resources in a timely manner + Actively monitors timescales, plans and resources to manage risk appropriately TEAM ORIENTATION - Self + Displays willingness to work as part of a group, as opposed to working separately or competitively + Creates group synergy by pursuing collective goals + Provide collaborative and seamless support within a Desktop capacity when necessary or asked to contribute to the Techbar duties **Technical Competencies:** Advanced requirements + Google Apps Suite + MS Office + Service Desk: Call logging, escalation and resolution + Windows 10 + Mac OSX + Troubleshooting in an enterprise environment + ITSM tools - ServiceNow (Desired) Comprehensive requirements + ITIL Best Practice Methodologies + LAN and WAN infrastructure technologies + Intel hardware + Remote support tools – Dameware Proficient\Desired requirements + knowledge management systems + Cloud computing solutions – AWS + Knowledge of CRM and SAAS applications + Production/Publishing systems **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 + 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 + Newspaper or Media industry experience (desired) **Abilities:** + Fun, proactive personality + 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 Job Category: 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.