Service Desk Analyst

Job Description

WMG's top priority is the safety and wellbeing of its team members, artists and songwriters across the globe. In response to COVID-19, WMG is fully committed to helping its people balance their home and life commitments with flexible working options, virtual wellness sessions, and more. WMG strives to maintain a COVID-free workplace. To that end, being fully vaccinated against COVID-19 is a condition of employment for all US new employees, prior to the commencement of employment. If you are hired, you will be required to provide proof of your vaccination as part of your new employee onboarding process, subject to our legal obligation to make reasonable accommodations in certain limited circumstances.

Job Description:

At Warner Music Group, we're a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. We are guided by four core principles that underpin everything we do across all our diverse businesses:
• Music is Everything: Music is our passion, and we can never get enough. Tastes, trends, and tech will change, but great artists and songwriters will always be our driving force.
• Global Growth, Local Expertise: Music is a global language. Through communication and collaboration, our success can come from anywhere and translate everywhere.
• Innovation and Insight: Pushing the boundaries requires the best information and the boldest imagination. We use both to create the future.
• Empowered by People: Like the artists we serve and the music they make, our differences make us stronger. This is a place where every talent can belong and build a career.

We remain committed to Diversity, Equity, and Inclusion. We know it fosters a culture where you can truly belong, contribute, and grow. We encourage applications from people of any age, gender identity, sexual orientation, race, religion, ethnicity, disability, veteran status, and any other characteristic or identity.

Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.

Job Title: Service Desk Analyst

A little bit about our team:

A global team of dynamic, creative, and collaborative problems solvers working together to build highly secure and scalable solutions to drive innovation and operational excellence. We are customer-focused, always making the user experience paramount.

Your role:

You will get the opportunity to make your mark in Service Operations here at Warner Music Group. You will get to be a part of and help build and world class 24x7 Global IT ServiceDesk using best of breed tools and systems. Let both your customer service and technical skills help you excel in supporting a fun, exciting and evolving media company.

Here you'll get to:
• Be a part of building a World Class 24x7 Service Desk to support a fun and exciting user base
• Provide first class customer services as the first point of technical contact for all WMG employees
• Interact with all levels of WMG employees including senior and C-level management
• Support cutting edge technologies in a fast-paced environment
• Provide onsite and remote support to WMG's VIP c-level executives

About you:
• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
• 3 – 5 years prior experience in an enterprise service desk environment
• Proven experience supporting C-level executives
• Conduct remote and hands-on support for internal and external WMG users working on Windows, Mac and mobile devices
• Maintain a high degree of business knowledge in supported business areas and applications, with a deep understanding of operational processes and requirements
• Perform data center support and respond to requests and inquiries from users within the pre-determined timeframe of the service level agreement
• Provide 1st and 2nd level solutions to technical problems over the phone or desk side (onsite) to minimize the loss of production time in accordance with current service level agreements.
• Open, track, document, escalate, resolve and close each problem/inquiry/request in WMG IT's service management system.
• Understand and utilize scripting in PowerShell
• Demonstrate competent use of O365, Active Directory, JAMF, SCCM and ServiceNow
• Identify solutions to work around open issues/problems that are under investigation or pending resolution
• Able to create user documentation and knowledge base articles
• Provide A/V Support for meetings and conference rooms
• Communicate issues and opportunities to the support team leadership
• Identify root cause and implement continuous improvements to reduce repeat experiences
• Create ad-hoc and custom reports for all systems in response to requests
• Train End Users in use of equipment and software
• Able to lift and move computer equipment
• Able to work off-shift and overtime hours if needed

We'd love it if you also had:
• ITIL Certification
• CompTIA A+, Network+, and CCNA certifications preferred
• Extreme attention to detail
• Strong critical thinking and problem-solving capabilities
• Excellent customer service orientation and verbal communication skills

About us:

As the home to Asylum, Atlantic, East West, Elektra, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world's premier recording labels, Warner Music Group champions emerging artists and global superstars alike. And our renowned publishing company, Warner Chappell Music, represents genre-spanning songwriters and producers through a catalogue of more than one million copyrights worldwide. Redefining what it means to be a music company in the 21st century, our consumer brands include trend-setters like UPROXX, Songkick, HipHopDX, and EMP. We're the home to WMX – the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels.

Together, we are Warner Music Group: Music With Vision & Voice.

Love this job and want to apply?

Click the ''Apply'' link at the top of the page, or apply directly with your LinkedIn. Applying with LinkedIn will import all of the information you put in your profile, but will still allow you to upload a resume and cover letter.

Don't be discouraged if you don't hear from us right away. We're taking our time to review all resumes, and to find the best people for WMG.

Thanks for your interest in working for WMG. We love it here, and think you will, too.

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.

Jobcode: Reference SBJ-g41pz1-3-23-101-60-42 in your application.