The Wall Street Journal · 15 hours ago
Deskside Support Analyst
Buffalo - Depew
Full-time
Onsite
Entry, Mid Level
$40K/yr - $50K/yr
3+ years expThe Wall Street Journal is a leading news organization, and they are seeking a Deskside Support Analyst to provide professional and effective first-level support to business users and departments globally. The role involves resolving technical issues, managing customer interactions, and contributing to service improvement initiatives.
FinanceFinancial ServicesInternet
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
Qualification
Required
Microsoft MCIPT/ MCP – Windows 10
ITIL v3/4 Foundation Certificate
Apple ACHDS, ACTC
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
Deep experience across a broad range of business systems, include sales systems, Online CRM, SAAS and business intelligence applications
Preferred
Salesforce – Admin (Desired)
Newspaper or Media industry experience (desired)
Experience in acting team leader role
Benefits
Comprehensive and highly competitive benefits package
Variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits
Elective benefits employees may select to best fit the needs and personal situations of our diverse workforce
Company
The Wall Street Journal
Winner of 40 Pulitzer Prizes for outstanding journalism, The Wall Street Journal includes coverage of U.S.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.49M2015-03-31Angel· $0.49M
Leadership Team
Nitin Rakesh
Member, CEO Council
Oren Zaslansky
Member, CEO Council
Company data provided by crunchbase