**Job Description :**
Service Desk Analyst
Location – Melbourne
Hybrid – 3 days in office
**About the Role**
We are looking for a proactive and customer-focused **Service Desk Analyst** to join our team. Purpose To provide professional and effective first and second level support to all News Corp business users and departments globally on the various networks and computer systems within the organization,
onsite or remotely.
Hours of Work 37.6 Hours per week. To be scheduled in a blended working environment (between home and office) during the core business hours of 8am to 7pm on a rotational shift roster.
This is an excellent opportunity for someone with a passion for technology and strong communication skills to grow within a dynamic and supportive environment.
**Key Responsibilities**
+ Serve as the first point of contact for users via phone, email, and the ticketing system.
+ Log, prioritise, and track incidents and service requests through to resolution.
+ Provide 1st line technical support for hardware, software, networks, and mobile devices.
+ Troubleshoot Windows 10/11, Microsoft 365, Teams, printers, VPNs, and common business applications.
+ Escalate complex issues to 2nd/3rd line support as required.
+ Maintain clear documentation of tickets, actions taken, and resolution outcomes.
+ Provide excellent customer service while managing user expectations.
+ Contribute to knowledge base articles and continuous improvement initiatives.
+ Assist in setting up new users, devices, and access permissions.
**Key Requirements**
**Essential:**
+ Previous experience in a Service Desk or IT Support role.
+ Strong knowledge of Microsoft Windows, Microsoft 365, and general desktop troubleshooting.
+ Familiarity with Active Directory, password resets, and user account management.
+ Excellent communication and interpersonal skills.
+ Ability to prioritise and manage multiple issues in a fast-paced environment.
Job Category:
News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.
Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.