Jr. Tech Support Analyst Job at Warner Bros. Discovery

Warner Bros. Discovery is hiring for the role of Jr. Tech Support Analyst!

Responsibilities of the Candidate:

Operations and Administration:

• Provide 1st line support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.  
• Provide remote/virtual support using Zoom or other remote tools available to technicians.  
• Work on Global Service Desk incidents/requests routed to the Global Service Desk via ServiceNow.  
• Use of additional IT tools to provide 1st line resolutions including Okta admin, Active Directory, Intune, ServiceNow, Zoom etc.  

Escalations, Collaboration, and Documentation:

• Record Incidents accurately and timely in the ServiceNow ticket management system.  
• Identifying outdated documentation and reporting to manager/senior team members.  
• Keeping customers properly informed of open tickets.  
• Supporting Windows, OSX, IOS and Android operating systems.  
• Supporting Apple, Dell and Lenovo devices.  
• Supporting printing and MFP (Multi-Functional Printer) setups in the WBD environment.  
• Any other ad hoc responsibilities as requested by the Manager.  

Requirements:

• 0 to 1 years of prior experience in supporting a complex technology environment and user based.  
• Bachelor Degree in any relevant IT stream (eg. BCA, BSC IT, B.Tech) 
• Superior analytical and problem-solving skills. 
• Excellent written and verbal communication. 
• Excellent relationship building skills. 
• Work collaboratively within a team 
• Ability to handle multiple assignments concurrently.
• Ability to prioritize based on criticality. 
• Comfortable with autonomy based on time zone.
• Flexibility to accommodate the work and team needs may be required at certain times. Manager discretion will apply at these times
• Compliance with the work regulations and other rules and procedures in force at WBD.  
• Taking care of the interests and good name of the employer, protecting the property entrusted to him and using it in accordance with its intended purpose.  
• Keeping official secrecy.  
• Carrying out other official orders and tasks ordered by the superior, related to the qualifications held.