Helpdesk Analyst

3 weeks ago

Manila, National Capital Region, Philippines THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH Full time
**Helpdesk Analyst for Reuters Technology** Summary: Assist in providing support for users of Reuters' content and delivery systems, troubleshooting technical issues, and collaborating with teams to ensure efficient issue resolution.

The successful candidate will be responsible for ownership, triage, and management of 1st Level/Frontline support inquiries, special projects, training, and documentation for Reuters content and delivery systems covering video, text, pictures, graphics, and online content.

**Key Responsibilities:** * Provide 1st Level/Frontline support via phone, chat, and contact us support origins for Reuters customers regarding any service and technical incidents, feedback, inquiries, and various other customer service related inquires. * 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. * Participate in special service-related projects such as customer migrations, and upgrades. * Perform break-fix activities with Reuters customers remotely * Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction **Requirements:** * 2+ years relevant experience in technical service and support environments with/or industry-standard certification and qualifications in a relevant technical field. * Bachelor's degree and related work experience required * Experience in service and support in broadcast and new media industries a plus * Strong communication 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 * Languages spoken: English (required), other languages a bonus (optional) * Experience with technical customer service incident management * An independent worker with excellent time management and follow-through * 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. **What We Offer:** * Hybrid Work Model: A flexible 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 * Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year * Culture: A globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. * Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking. * Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact. * Purpose Driven Work: We help our customers pursue justice, truth and transparency, and provide trusted, unbiased information to people all over the world.

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