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Helpdesk Analyst

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Thomson Reuters

1mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You need 3+ years in IT support, a relevant degree, strong OS knowledge, experience with media software, and excellent communication and problem-solving skills in a fast-paced environment.
  • You will provide first-level technical support, proactively engage with feedback, manage high-severity incidents, collaborate with resolution teams, and stay updated on industry trends.

Requirements

  • 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.

Responsibilities

  • 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.

FAQs

What role will the Helpdesk Analyst play at Reuters?

The Helpdesk Analyst will provide best-in-class customer support for Reuters' global clientele, managing and resolving inquiries related to Reuters' content, coverage, and delivery systems.

What qualifications are required for this position?

The position requires 3+ years of experience in IT support or help desk roles, preferably in a media environment, and higher education in Computer Science, Information Technology, Journalism, or a related field.

What technical skills are necessary for the Helpdesk Analyst role?

Candidates should have strong knowledge of Windows and Mac operating systems, familiarity with networking concepts (TCP/IP, DNS, DHCP), and experience with tools like JIRA, AzureDevOps, Salesforce, ServiceNow, and Office365.

Is experience with media production software required?

Yes, experience with content management systems, digital asset management, and media production software is required for this position.

Does the Helpdesk Analyst role involve flexible work hours?

Yes, the Helpdesk Analyst may be asked to work varying shifts, including day, evening, and overnight.

What kind of communication skills are important for this position?

Strong verbal and written communication skills are essential, along with problem-solving skills and experience in root cause analysis in a customer support environment.

What are some of the responsibilities of the Helpdesk Analyst?

Responsibilities include providing first-level support, engaging in proactive service activities, managing high-severity incidents, and maintaining awareness of relevant news and technical trends.

Does the company offer support for professional development?

Yes, Thomson Reuters provides access to LinkedIn Learning, internal Talent Marketplace opportunities, and various learning and development resources.

What benefits does Thomson Reuters offer to its employees?

Employees benefit from comprehensive health plans, flexible vacation policies, mental health days off, well-being resources, and opportunities for social impact and volunteerism.

Is diversity and inclusion a priority for Thomson Reuters?

Yes, Thomson Reuters is committed to a culture of equality, diversity, and inclusion, recognizing the importance of diverse perspectives in achieving their goals.

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Thomson Reuters

Entertainment & Media
Industry
10,001+
Employees
2008
Founded Year

Mission & Purpose

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes. Our customers operate in complex arenas that move society forward — tax, law, compliance, government, media. In a disruptive digital age, we help professionals reinvent themselves. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges (symbol: TRI).