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
We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at humanresources@newscorp.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
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