**Help Desk Analyst**:
Reuters News Agency is seeking a Helpdesk Analyst to provide best-in-class service and technical support for our customers and distribution partners.
**About the Role**
In this opportunity as** a Help Desk Analyst, **you will:
- Provide 1st Level/Frontline support via phone, chat and contact us support origins for Reuters customers regarding any service and technical incidents, feedback inquiry, and various other customer service related inquires.
- 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
- Participate in special service-related projects such as customer migrations, and upgrades
- May be asked to work varying shifts. (day, evening and overnight)
- Perform break fix activities with Reuters customers remotely
- Work with resolution teams on major, elusive or reoccurring issues that affect customer satisfaction
- Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
**About You**
You're a fit if your background includes:
- 2+ year relevant experience in technical service and support environments with/or industry standard certification and qualifications in a relevant technical field.
- Experience in service and support in broadcast and new media industries a plus
- Strong communications and problem-solving skills 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
- Languages spoken: English (required), Spanish (required), Portuguese as well as other lenguages are optional.
- Experience with technical customer service incident management.
- An independent worker with excellent time management and follow-through.
- 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. Experience with or exposure to: Salesforce, ServiceNow, and Office 365 (Teams, Outlook, Excel, Word, etc.).
- Basic knowledge of network and server administration (Windows and Linux) and/or relevant industry certification(s).
- Basic knowledge of IT support, management, and delivery protocols such as FTP, RSS, HTTP(s), APIs.
- Exposure to modern web development environments which include Amazon Cloud Services (S3, EC2, etc).
- Multi-language speaker a plus, but not required
**What's in it **F**or **Y**ou**?**
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
- ** Hybrid Work Model**: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
- ** Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription, and employee incentive programs; resources for mental, physical, and financial wellbeing
- ** Learning & Development**: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
- ** Social Impact**: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
- ** Purpose Driven Work**: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
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Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
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