Service Desk Support Analyst

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

How You'll LEAD:

The GSD 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 GSD 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.

How You'll CREATE:

• Answer incoming Global Service Desk calls 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 users on mobile handheld devices
• Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users
• Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.
• Support multiple locations and remote users via remote tools
• Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team resources
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to customer

Bring your VIBE:

• 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
• Excellent customer service, telephone etiquette, and interpersonal skills
• Strong verbal and written communication skills and the ability to effectively listen
• Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints
• Ability to maintain a high level of customer trust and confidence in the team’s knowledge and concern for users’ needs
• Demonstrated knowledge of technical specifications of various IT Equipment and software packages including computers, printers, Microsoft Office solutions, Microsoft Operating Systems, and MacOS.
• Flexibility to work evening and weekend shift hours in rotating on call schedule.
• Ability to work the Holidays
• Critical thinker and problem-solving skills.
• Self-motivated with ability to not only work in group/individual setting, but able to drive action and independently with little to no direction.
• 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
• Must have a good understanding of personal computers, printers and peripherals
• Must have a good understanding of Microsoft PC operating systems
• Must have excellent telephone, listening and communication skills
• Must be disciplined to learn and follow standard operating procedures
• Must effectively and efficiently communicate with all levels of employees
• Good problem-solving ability
• Able to work independently and as part of a team to attain individual and team goals
• Must be customer focused · Must demonstrate strong follow-up and follow through abilities with a sense of urgency
• Must demonstrate ability to manage multiple tasks and assignments
• Familiar with various elements of Information Technology infrastructure
• Available to work flexible shifts that will include nights & weekends

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit

• Comprehensive medical, dental, vision, and FSA options, as well as:

  • 100% coverage for out-patient mental health services

  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

  • A lifetime fertility support allowance of $30,000 to plan participants

  • Student Loan Repayment Assistance and Tuition Reimbursement

  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:

  • Flexible Paid Time Off (PTO) for exempt employees

  • 3-weeks PTO for non-exempt employees

  • 2-weeks paid Winter Break

  • 10 Company Holidays (including Juneteenth and Wellbeing Day)

  • Summer Fridays (between Memorial Day and Labor Day)

  • Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:

Salary Range:

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.  All candidates are encouraged to apply.