Service Desk Analyst

This is a Full Time Job

At Warner Music Group we're all about our people. Our global company is made up of knowledgeable, passionate, and creative individuals. Our commitment to Diversity, Equity and Inclusion fosters a culture where you can truly belong, contribute, and grow. We believe in each individual's value and encourage applications from people of any age, gender identity, sexual orientation, race, religion, ethnicity, disability, veteran status, and any other characteristic or identity.

It is the mission of every member of the WMG team around the world to create a nurturing environment for artists, songwriters, and the people behind the music – at every stage of their career. We strive to set WMG apart by embracing innovation – an integral part of our company's DNA.

Consider a career at WMG and be a part of one of the most influential forces in culture today.

Job Title: Service Desk Analyst

A little bit about our team:

Global team of dynamic, creative and collaborative problems solvers working together to build highly secure and scalable solutions to drive innovation and operational excellence. We are customer focused, always making the user experience paramount.

Why this could be your next big break:

You will get the opportunity to make your mark in Service Operations here at Warner Music Group. You will get to be a part of and help build and world class 24x7 Global IT ServiceDesk using best of breed tools and systems. Let both your customer service and technical skills help you excel in supporting a fun, exciting and evolving media company.

Here you'll get to:
• Be a part of building a World Class 24x7 Service Desk to support a fun and exciting user base
• Provide first class customer services as the first point of technical contact for all WMG employees
• Interact with all levels of WMG employees including senior and C-level management
• Support cutting edge technologies in a fast-paced environment

About you:
• Conduct remote and hands-on support for internal and external WMG users working on Windows, Mac and mobile devices
• Maintain a high degree of business knowledge in supported business areas and applications, with deep understanding of operational processes and requirements
• Perform data center support and respond to requests and inquiries from users within the pre-determined timeframe of the service level agreement
• Provide 1st and 2nd level solutions to technical problems over the phone or desk side (onsite) to minimize the loss of production time in accordance with current service level agreements.
• Open, track, document, escalate, resolve and close each problem/inquiry/request in WMG IT's service management system.
• Understand and utilize scripting in PowerShell
• Demonstrate competent use of O365, Active Directory, JAMF, SCCM and ServiceNow
• Identify solutions to work around open issues/problems that are under investigation or pending resolution
• Able to create user documentation and knowledge base articles
• Provide A/V Support for Meetings and Conference Rooms
• Communicate issues and opportunities to the support team leadership
• Identify root cause and implement continuous improvements to reduce repeat experiences
• Create ad-hoc and custom reports for all systems in response to requests
• Train End Users in use of equipment and software
• Able to lift and move computer equipment
• Able to work off-shift and overtime hours if needed

It would be music to our ears if you also had:
• ITIL Certification
• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
• CompTIA A+, Network+, and CCNA certifications preferred
• 2 – 3 years prior experience in an enterprise service desk environment
• Extreme attention to detail
• Strong critical thinking and problem-solving capabilities
• Excellent customer service orientation and verbal communication skills

About us:

With its broad and divers