Service Desk Analyst

Job Description

Job Description:

At Warner Music Group we're all about our people. Our global company is made up of knowledgeable, passionate, and creative individuals. Our commitment to Diversity, Equity and Inclusion fosters a culture where you can truly belong, contribute, and grow. We believe in each individual's value and encourage applications from people of any age, gender identity, sexual orientation, race, religion, ethnicity, disability, veteran status, and any other characteristic or identity.

It is the mission of every member of the WMG team around the world to create a nurturing environment for artists, songwriters, and the people behind the music – at every stage of their career. We strive to set WMG apart by embracing innovation – an integral part of our company's DNA.

Consider a career at WMG and be a part of one of the most influential forces in culture today.

Job Title: Service Desk Analyst

Location: Nashville, TN

A little bit about our team:

Warner Music's Center of Excellence is the home to the financial, legal and administrative functions that provide critical support and best-in-class services to our US Recorded Music and Publishing businesses. The Nashville center embodies the innovative and creative spirit that stems from the company's deep history in nurturing entrepreneurial thinking and artist-focused innovation, enabling our employees to develop a wide range of skills through cross-function collaboration and development opportunities.

Why this could be your next big break:

The Service Desk Analyst will provide user support and help resolve issues and inquiries for business users and customers.

Here you'll get to:
• Serve as a first point of contact providing support and direction for internal customers dealing with problems and queries as they arise
• Document and log all issues and inquiries to ensure a robust audit trail is available
• Comply with defined time frames for resolution and escalation per pre-defined SLAs
• Learn fundamental operations of service desk solution to maximize usage of tool functionalities
• Prepare a monthly report that compiles the most common issues / inquiries and distribute to Center process leads to help with continuous process improvement
• Update and refresh self-service tool materials when required to decrease the need for service desk support, when practical
• Cross training of service desk activities to other analysts
• Assist with other administrative tasks and special projects as required
• Effective knowledge of WMG organization and who to coordinate with to resolve issues

About you:
• Ensure a high level of customer service
• Resolve inquiries in a timely manner
• Accurately allocate inquiries to respective process owners for timely resolution

It would be music to our ears if you also had:
• Bachelor's Degree or equivalent experience
• 2+ years of experience in a position involving customer support
• Ability to read/write Spanish or Portuguese
• Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions
• Problem solving, decision making, and continuous process improvement skills
• Ability to multi-task and prioritize projects. Ability to work under pressure and meet deadlines
• Partnering, influencing, and communication skills to convey key elements in a concise and positive manner
• Ability to work proactively, independently, and as a strategic partner in a team environment
• Demonstrated critical thinking and dedication to deepening understanding of work being done

Jobcode: Reference SBJ-rn99yo-18-191-234-62-42 in your application.