Desktop Support

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

Job Description:
Purpose:
To provide professional and effective Technical support to all News Corp business users and departments on the various networks and computer systems within the organisation, onsite or remotely.

To liaise with other News Technology resolver groups to promptly resolve incidents.

High level of Customer Service.

Hours:
37.5 Hours per week.

After hours on call support as required by the after hours support roster.

Incident and Task resolution (Accountable)

Time: 40%

Tasks- Deliver a high level of service to exceed customer expectations- Provide technical support to IT hardware/software incidents in a timely and cost effective manner- Investigate, analyse and resolve escalations from other News Technology resolver groups- Install and maintain all desktop (PC and Apple) hardware and software to departmental standards- Escalate calls to Manager as required- Keep customers up to date and informed on all Incidents and Tasks- Managing Service Now queues with timely feedback.- Log all Calls for fix on first- Real time updates to the Service Management tool.

Key Performance Indicators.- Closed calls linked to Knowledge is greater than 90%- Closed incidentsSLTgreater than 85%- Active incidents and tasks updated within 7 days is greater than 95%

Customer service (Customer Centric)

Time: 40%

Tasks- Build and maintain effective relationships with key business users- Provide a high level of customer service to all clients- Provide technical solutions to clients or a turnaround time for a solution- Update call notes in accordance with KPI’s

Key Performance Indicators- Customer satisfaction ratings of 80% or higher (determined by monthly surveying of customer base)- Customer informed of all updates relating to IT request (average day since last update to be no greater than 7 days)

Projects and Strategies (Boldly Creative)

Time: 10%

Tasks- Assist and participate in projects where assigned- Provide feedback and share documentation on project status with peers- Escalate all issues including cost impact with the project manager

Key Performance Indicators- Complete the project tasks within the required time-frame.- All project documentation updated and KMS updated where appropriate.- Project hours time worked updated in ServiceNow Projects portal

Knowledge management & Team Collaboration / Teamwork (Collaboration)

Time: 10%

Tasks- Assist team members with resolving incidents- Assist team members with problem resolution, especially in those areas where knowledge is superior- Participate and help chair team meetings- Support and encourage communication between News Corp business- Adhere to the KCS process- Updating of Asset Management.- Help organise quarterly team building activities. (State based)

Key Performance Indicators- High levels of team engagement and communication- Knowledge linked and closure Interaction and incidents meets targets.

Person Specification

**Qualifications**:
- Apple Certifications ( preferred)- ITIL v3 Foundation Certificate- Google apps certified (preferred)

Experience- Minimum 3 years experience in service and support of personal computers and Mac’s- Proven experience working directly with multiple levels of customers, including senior management- Proven experience working with various operating systems such as Windows 10 and Mac OSX- Newspaper or Media industry experience preferred- Face to Face Customer experience

Skills and Knowledge- Ability to manage a hardware rollout and/or software rollout as part of a project- 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- Ability to accurately identify and assess problems before providing solution- Experience in Face to Face Customer Service

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