Sr. Analyst, Technical Support

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

The Job
Providing high quality remote IT support to the worldwide WBD user community. Supporting end-users in finding resolutions for their inquiries.

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  • Identifying outdated documentation and reporting to manager/senior team members.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.

Misc.

• 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.

The Essentials

• Secondary, IT / telecommunications profile preferred
  • High analytical and problem-solving skills
    • Experience identifying IT security incidents
      • Experience identifying outages
        • Excellent written and verbal communication
          • High 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
                    • English proficiency required: Upper-Intermediate
                      • Ability to work 100% onsite
                        • Ability to work Weekend, Public Holidays, and Shifts

Qualifications & Experiences:

• 1 to 2 years of prior experience in supporting a complex technology environment and user based.
  • Superior analytical and problem-solving skills.
    • Experience managing outages.
      • 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.
                  • English proficiency required: Upper-Intermediate
                    • Ability to work 100% onsite.
                      • Ability to work Weekend, Public Holidays, and Shifts.

The candidate undertakes to:

• Performing duties carefully and in a timely manner, in particular adhering to the agreed working time and using it as effectively as possible.
  • Treat all users with the same positive attitude and to give maximum efforts when providing customer service.
    • 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.
      • Improving professional skills.
        • Compliance with the work regulations and other rules and procedures in force at WBD.
          • Keeping official secrecy.
            • Compliance with occupational health and safety and fire protection regulations,
              • Carrying out other official orders and tasks ordered by the superior, related to the qualifications held.
                • Flexibility to accommodate the work and team needs may be required at certain times. Manager discretion will apply at these times.

How We Get Things Done…

This last bit is probably the most important Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

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