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Warner Music Group Service Desk Analyst in London, United Kingdom

Service Desk Analyst

Job Description:

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. We are guided by four core principles that underpin everything we do across all our diverse businesses:

· Music is Everything: Music is our passion, and we can never get enough. Tastes, trends, and tech will change, but great artists and songwriters will always be our driving force.

· Global Growth, Local Expertise: Music is a global language. Through communication and collaboration, our success can come from anywhere and translate everywhere.

· Innovation and Insight: Pushing the boundaries requires the best information and the boldest imagination. We use both to create the future.

· Empowered by People: Like the artists we serve and the music they make, our differences make us stronger. This is a place where every talent can belong and build a career.

We remain committed to Diversity, Equity, and Inclusion. We know it fosters a culture where you can truly belong, contribute, and grow. We encourage applications from people of any age, gender identity, sex or sexual orientation, race, ethnicity, religion or belief, disability, and any other protected characteristic or identity.

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 Music’s 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 company’s deep history in nurturing entrepreneurial thinking and artist-focused innovation, enabling our employees to develop a wide range of skills through cross-function 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 you’ll 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 (Service Level 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 a position involving customer support

· Customer service mindset

· Strong work-ethic and a self-starter who proactively seeks out new solutions

· Ability to multi-task and prioritise projects working well under pressure

· Detail oriented

About us:

As the home to Asylum, Atlantic, East West, Elektra, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world’s 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 catalogue of more than one million copyrights worldwide. Redefining what it means to be a music company in the 21st century, our consumer brands include trend-setters like UPROXX, Songkick, HipHopDX, and EMP. We’re the home to WMX – the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels.

Together, we are Warner Music Group: Music With Vision & Voice.

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.

Don’t be discouraged if you don’t hear from us right away. We’re taking our time to review all resumes, and to find the best people for WMG.

Thanks for your interest in working for WMG. We 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.