GHD Team Lead

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Date: May 23, 2023

Location: PK

Company: Associated Press

The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiased news in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

 

The Associated Press is seeking a Global Help Desk (GHD) Team Lead to be located in Pakistan, India or Hong Kong.  

 

The AP Global Held Desk team provides 24x7 support for all global products and services for AP’s staff and external clients.  The GHD Team Lead assists with technical problems reported by staff and/or external clients via email/cases, phone, and live chats as well as supervises overall support demands in the region and directs daily workflow of the desk based on the business priorities and support demands.  

 

RESPONSIBILITIES:
  • Provide technical support the external clients and AP staff via phone, email, and chat
  • Troubleshoot and resolve technical issues and develop support documentation based on the lessons learned.
  • Develop technical documentation and provide training to peers.
  • Deploy and support mobile devices.
  • Work closely with the Global Helpdesk Team for the timely and accurate issue resolution and guide on appropriate Level 2/Level 3 escalations.
  • Attend weekly management meetings to discuss the progress of ongoing projects and coordinate their completions with the GHD team.
  • Provide support for Video technology and services used by external clients and AP staff
  • Work on bureau relocations and setup, as necessary
  • Must be available to work flexible hours and longer shifts, as necessary

 
 

JOB QUALIFICATIONS:
  • College degree, technical degree or acceptable experience is required
  • 1+ year(s) customer support experience (telephone, email, online chat, etc.) is required
  • Prior News and Media industry experience is a plus
  • Must possess a service-oriented attitude and be able to communicate and coordinate well with clients and global team members via designated work channels
  • Communicate effectively and professionally with staff of all levels
  • Proven ability to work in a team environment
  • Must be a self-starter with the ability to multi-task, manage multiple workloads, take accountability, and deliver results to meet competing priorities in a busy environment
  • Familiarity with client integrations pertaining to various Content Management Systems and Vendor Solutions
  • Experience with Windows, UNIX, Linux, and MAC OSs preferred.  Knowledge of basic file handling command line syntax on UNIX-LINUX-FreeBSD or VMS is a plus
  • Understanding of network protocols TCP/IP, HTTP, FTP, SMTP and NNTP. Must be able to troubleshoot problems related to these protocols
  • Working knowledge of video and audio technology is a big plus
  • Working knowledge of modern hardware deployment technology and be able to assist with any issues
  • Working knowledge of XML and JSON is a big plus
  • Knowledge of Salesforce and EasyVista is a big plus
  • Fluent written and spoken English is a must

 

 

Authorization to work in the hiring country for any employer is mandatory.

 

The application period will expire at 11:59pm on June 10 , 2023.

 

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability or status as a veteran. We encourage members of traditionally underrepresented communities to apply.


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