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Desktop Support Analyst
21st Century Fox
New York, NY, United States
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Description
21st Century Fox (21CF) is looking for a Desktop Support Analyst to work in our New York office. The analyst will be responsible for providing best in class desk side support. This position will address all support, service and technology needs for 21CF employees. The analyst will be based at the newly launched HELP bar and will be required to maintain a high degree of professionalism, have superior customer service skills, and strong hardware skills.
Responsibilities
• Working closely with the Los Angeles based helpdesk to provide hands on second line technical support to 21CF employees, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational level agreements and service level agreements.
• Provide ad-hoc support to employees based on the drop-in nature of the HELP bar
• Assist other members of the team when appropriate to complete tasks in the necessary timescale.
• Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by management.
• Provide hands on support for 21CF employees who are experiencing desktop hardware, software, mobile, and/or networking issues and provide complete follow-through to successful resolution.
• Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects.
• Procure, image and deploy Mac and Windows desktops and laptops using the current 21CF imaging toolset.
• Work with the team to maintain the desktop and laptop asset inventory.
• Sponsor, deliver, and train employees on current and new technologies available to them.
• Work directly with the wider technology team on special projects, including but not limited to new technology deployment and cybersecurity initiatives.
• Work with the support team and all other technology groups to escalate and follow-up on complex issues and projects.
• Support remote access and cloud technologies to ensure 21CF employees can work from remote locations.
• Serve as a liaison between 21CF and third-party vendors.
Qualifications
• Formal education preferably. Desirable qualification in a technical discipline, demonstrating skills in the understanding, investigation, analysis and presentation of complex information.
• An excellent customer service manner is required together with the ability to handle challenging support situations with a calm and methodical approach.
• Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.
• Experience working with Active Directory, Microsoft Office 365, Okta, Dropbox, Zoom, Windows and Mac environments, and have a good understanding of networks.
• 2 years experience in a Service Desk / Help Desk environment is desirable.
• Passion for customer support and ability to adapt to different environments.
• Experience with supporting multiple platforms of mobile devices: iOS devices, and Android.
• Keep abreast of new technologies and apply learned skillset to the role.
• Ability to quickly and appropriately prioritize multiple requests and bring them to successful resolution.
• Ability to lift and transport moderately heavy to heavy objects, such as computers and peripherals.
• Good interpersonal skills for written, oral and face to face communications.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.