Service Desk Analyst
Warner Music Group
full-time
Posted on:
Location Type: Hybrid
Location: United States
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Salary
💰 $57,000 - $61,000 per year
About the role
- Serve as a first point of contact, providing support and direction with a focus of finance 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
- Learn fundamental operations of service desk solution to maximize usage of tool functionalities
- Prepare a monthly report that compiles the most common issues / inquiries and distribute 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, when practical
- Cross training of service desk activities to other analysts
- Assist with other administrative tasks and special projects as required
- Effective knowledge of WMG organization and who to coordinate with to resolve issues
Requirements
- 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 are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions
- 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 in a concise and positive manner
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportfinanceaccountingproblem solvingdecision makingprocess improvementorganizational skillsattention to detailmulti-taskingcritical thinking
Soft skills
strong work ethicself-starterproactivepartneringinfluencingcommunicationindependentteamworkability to work under pressureability to meet deadlines
Certifications
Bachelor’s Degree