Warner Music Group is hiring a Service Desk Analyst to serve as a first point of contact for user support, with a specialized focus on finance customers. You will resolve issues, manage inquiries, and contribute to the continuous improvement of service desk processes within our Center of Excellence.
What You'll Do
- Serve as a first point of contact, providing support and direction with a focus on finance customers dealing with problems and queries.
- 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.
- Learn fundamental operations of the service desk solution to maximize usage of tool functionalities.
- Prepare a monthly report compiling the most common issues/inquiries and distribute it to Center 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.
- Cross-train other analysts on service desk activities.
- Assist with other administrative tasks and special projects as required.
- Maintain effective knowledge of the WMG organization and who to coordinate with to resolve issues.
What We're Looking For
- Ensure a high level of customer service.
- Resolve inquiries in a timely manner.
- Accurately allocate inquiries to respective process owners for timely resolution.
Nice to Have
- Bachelor’s Degree or equivalent experience.
- Familiarity with Finance and Accounting.
- 2+ years of experience in a position involving customer support.
- Ability to read/write Spanish or Portuguese.
- Strong work ethic and self-starter with effective organizational skills and attention to detail.
- Problem solving, decision making, and continuous process improvement skills.
- Ability to multi-task and prioritize projects.
- Ability to work under pressure and meet deadlines.
- Partnering, influencing, and communication skills to convey key elements concisely and positively.
- Ability to work proactively, independently, and as a strategic partner in a team environment.
- Demonstrated critical thinking and dedication to deepening understanding of work being done.
Team & Environment
You will be part of Warner Music’s Center of Excellence, which houses financial, legal, and administrative functions supporting US Recorded Music and Publishing businesses.
Benefits & Compensation
- Salary: $57,000 to $61,000 Annually
Work Mode
This is a hybrid position based in Nashville.
Warner Music Group is an Equal Opportunity Employer.
