Helpdesk Analyst
4 days ago
Helpdesk Analyst, Frontline Customer Helpdesk
As a Helpdesk Analyst at Reuters, you will be the cornerstone of our customer support system, providing best-in-class service and customer support for our global clientele and distribution partners. This role combines editorial expertise with strong communication skills to manage and resolve inquiries related to Reuters' content, coverage, and delivery systems, covering video, text, pictures, graphics, and online content. You'll be instrumental in maintaining our reputation for excellence in customer service.
About the Role
- Provide first-level support across Reuters products and services, from technical support and customer service for Reuters content and delivery to editorial response regarding daily Reuters coverage via multiple service channels (chat, contact us, and phone support).
- 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.
- May be asked to work varying shifts (day, evening, and overnight).
- Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction.
- Maintain awareness of relevant news, technical, and product trends through self-learning/study, training classes, and job shadowing.
About You
- 3+ years of experience in IT support or help desk roles, preferably in a media environment.
- Higher education in Computer Science, Information Technology, Journalism, or related field, with basic understanding of journalistic practices and news production workflows a plus.
- Strong knowledge of Windows and Mac operating systems and familiarity with networking concepts (TCP/IP, DNS, DHCP) and IT security best practices. Experience with or exposure to JIRA, AzureDevOps (ADO), Salesforce, Service Now, and Office365.
- Experience with content management systems, digital asset management, and media production software.
- Strong verbal and written communication skills 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.
- 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.
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