Analyst, Service Desk

Job Description

A little bit about our team:

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.

Why this could be your next big break:

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 and supporting 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

Rockstar candidates will be able to:
• Conduct remote and hands-on application support to internal and external WMG Application Users
• Maintain a high degree of business knowledge in the supported business areas and Applications, with deep understanding of operational processes and requirements
• Support desktop users, business applications, network connectivity and VoIP
• 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, escalate, resolve and close each problem/inquiry/request in WMG IT's service management system.
• Understand and manipulate scripting in PowerShell, Python and JavaScript
• Demonstrate competent use of Active Directory, JAMF, SCCM, Citrix Director and ServiceNow
• Identify solutions to work around open issues/Problems that are under investigation or pending Resolution
• 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
• Perform on-call duties in the off hours

It would be music to our ears if you also had:
• ITIL Certification
• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
• CompTIA A+, Network+, and CCNA certifications preferred
• 2 – 3 years prior experience in an enterprise service desk environment
• Experience building and configuring workflows within ServiceNow
• Completed the ServiceNow Admin course
• Extremely detail oriented
• Strong critical thinking and problem-solving capabilities
• Excellent customer service orientation and verbal communication skills

Jobcode: Reference SBJ-gxe14r-3-141-8-247-42 in your application.