Service Desk Analyst

At Warner Music Group were a global collective of music makers and music lovers tech innovators and inspired entrepreneurs game-changing creatives and passionate team members. Here we turn dreams into stardom and audiences into fans. We are guided by three core values that underpin everything we do across all our diverse businesses:

• Curiosity: We do our best work when were immersing ourselves in culture and breaking through barriers. Curiosity is the driving force behind creativity and ingenuity. It fuels innovation and innovation is the key to our future.

• Collaboration: Making music and bringing it to the world is all about the power of originality amplified by teamwork. A great idea like a great song travels globally. We ignite passions and build connections across our diverse community of artists songwriters partners and fans.

• Commitment: We pursue excellence for our team and our talent. Everything in music starts with a leap into the unknown and were committed to keeping the faith acting with integrity and delivering on our promises.

WMG is home to a wide range of artists musicians and songwriters that fuel our success. That is why we are committed to creating a work environment that actively values appreciates and respects everyone. We encourage applications from people with a wide variety of backgrounds and experiences.

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:
Warner Musics EMEA Shared Service Centre is the home to the financial tax and administrative functions that provide critical support and best-in-class services to our European Recorded Music and Publishing businesses. The UK Centre embodies the innovative and creative spirit that stems from the companys deep history in nurturing entrepreneurial thinking and artist-focused innovation enabling our employees to develop a wide range of skills through cross-functional collaboration and development opportunities.

Your role:

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

Here youll 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 (ServiceLevel Agreements)
Learn fundamental operations of service desk solution to maximise usage of tool functionalities
Prepare a monthly report that compiles the most common issues/inquiries and distribute to Centre 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
Resolve inquiries in a timely manner with a focus on excellent customer service at all times
Accurately allocate inquiries to respective process owners for timely resolution

About you:
Experience in customer service ideally within a finance/BPO setting
Fluency in English plus at least one other EU language ( French Spanish
Portuguese German Italian)

Excellent verbal and written communication skills in both languages
Customer-focused with the ability to manage difficult or sensitive situations
professionally
Experience using ERP systems (e.g. SAP Oracle or similar) is a plus
Experience working with ticketing systems or case management platforms (Zendesk Jira PEGA or similar)
Strong organisational skills with the ability to multitask in a fast-paced environment
A team player with a proactive solution-oriented approach

As the home to 10K Projects Asylum Atlantic Music Group East West FFRR Fueled by Ramen Nonesuch Parlophone Rhino Roadrunner Sire Warner Records Warner Classics and several other of the worlds 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 catalog of more than one million copyrights worldwide. Warner Music Group is also home to ADA which supports the independent community as well as artist services division addition WMG counts film and television storytelling powerhouse Warner Music Entertainment among its many brands.

Together we are Warner Music Group: Independent Minds. Major Sound.

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.

Dont be discouraged if you dont hear from us right away. Were taking our time to review all resumes and to find the best people for WMG.

Thanks for your interest in working for 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 religion or belief age sex sexual orientation gender gender identity or gender reassignment marital or civil partnership status disability pregnancy childbirth or any other characteristic protected by law.