How You'll LEAD:
The Tech Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised....The Tech Support Analyst documents, communicates, tracks, and monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level Agreements....Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company....lls and chats while routing new incoming Service Desk tickets created via email.
• Interprets, analyses, researches and resolves simple to moderately complex inquiries
• Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
• Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.
• Research, resolve, and respond to all calls, e-mails, chats, call-backs, and Self-Service requests in a professional and timely manner in accordance to established guidelines and procedures
• Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
• Utilizing the internal knowledge base, experience and team resources
• Provide technical advice, guidance, and informal training to customers
• Setup Conference Rooms for meeting that require special computer, phone or video conference requirements
• Support, maintain, and train...| 
Job Category:
Technology
Salary Range:
$50,040 - $58,720
The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.