Senior Service Desk Analyst

Job Description :

About the Role

News Corp is seeking a highly skilled and customer-focused Senior Service Desk Analyst to join our global IT support team. This role is critical in delivering high-quality technical support across a fast-paced media-driven environment. As a senior member of the Service Desk you will act as an escalation point for complex issues mentor junior analysts and help drive continuous improvement across support processes and user experience.

This is an excellent opportunity for someone who thrives in a dynamic environment and is passionate about technology problem-solving and delivering exceptional end-user support.

Key Responsibilities

• Serve as the primary escalation point for complex technical issues across hardware software and enterprise systems
• Provide white-glove support to senior stakeholders and business-critical users
• Diagnose and resolve advanced issues related to Windows/Mac environments Microsoft 365 networking and enterprise applications
• Lead incident management efforts ensuring timely resolution and clear communication with stakeholders
• Collaborate with infrastructure security and application teams to resolve cross-functional issues
• Monitor ticket queues to ensure SLA adherence and high service quality
• Identify recurring issues and drive root cause analysis and long-term fixes
• Create and maintain knowledge base articles and documentation to improve team efficiency
• Mentor and support junior service desk analysts fostering a high-performance team culture
• Participate in on-call rotation and provide support for major incidents as needed

Qualifications

• 5 years of experience in IT support or service desk roles preferably in a large enterprise environment
• Strong expertise in Windows and macOS operating systems
• Experience supporting Microsoft 365 (Outlook Teams SharePoint OneDrive)
• Solid understanding of networking fundamentals (DNS DHCP VPN Wi-Fi)
• Experience with ITSM tools (e.g. ServiceNow Jira Service Management)
• Strong troubleshooting and analytical skills with a methodical approach to problem-solving
• Excellent communication skills with the ability to support both technical and non-technical users
• Proven ability to prioritize and manage multiple issues in a fast-paced environment

Preferred Qualifications

• Experience supporting media publishing or digital content organizations
• Familiarity with identity and access management tools (e.g. Active Directory Okta)
• Knowledge of endpoint management tools (e.g. Intune Jamf)
• ITIL Foundation certification or similar

What We Offer

• Opportunity to work in a global media and technology organization
• Exposure to modern workplace technologies and enterprise-scale systems
• Collaborative and innovative team environment
• Competitive compensation and benefits package
• Career growth and development opportunities

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race color religion sex age national origin protected veteran status disability status or any other protected characteristic.

Reasonable Accommodation

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