Job Description

Service Desk Analyst

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At Warner Music Group, we\xe2\x80\x99re 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 \xe2\x80\x93 an innovative global music company that retains the creative spirit of a nimble independent.

Job Title: IT Service Desk Analyst

A little bit about our team:

Global Technology offers a team of dynamic, creative and collaborative problem solvers, working together to build highly secure and scalable solutions to drive innovation and operational excellence. Reporting to the UK Service Desk Manager you will be a critical part of the Global Technology Service Desk team.

Your role:

You will provide first, second and third level responses to our users, via phone, self-service portal and in person for a team of
750 colleagues. Working to agreed SLAs, support will include desktop hardware and software, phones, mobile devices, remote access, meeting room support and other IT service requirements as well as mentoring other Service desk team members. You will support the IT Service Desk Manager when they are required to provide support to both senior executives & VIPs.

Here you\xe2\x80\x99ll get:

Local IT end-user support

• Responsible for 1st, 2nd & 3rd level IT support and act as a point of escalation for local company users (onsite and remote)
• Support employee, contractors and senior executive/VIP IT on- & offboarding managing high priority and time-sensitive cases when necessary
• Deliver a remarkable user support experience and customer satisfaction ensuring that calls are appropriately logged, prioritised and categorised. Follow calls through to resolution (via Service Desk or other resource, internal or external)
• Provide standard software support, e.g., MS Office, Google Workspace, Adobe and comparable standard software
• Support end-users with Google Sites, Google Drive and other Google Applications,
• Coordinate IT relocation, e.g., office moves and employees moving desks
• Help with mobile work office, e.g., distribution of equipment to mobile work offices
• Provide support for internal users working on Windows, Mac, and mobile devices
• Liaise with users and other Company employees to help ensure that they are gaining the maximum benefit from the Company\xe2\x80\x99s systems, network and applications.
• Open, track, document, escalate, resolve and close each problem/inquiry/request in WMG IT\xe2\x80\x99s service management system, recognizing trends and identifying opportunities for improvement
• IT support for internal, external and high-profile events

Local IT equipment management

• Setup and maintain video conferencing and room booking equipment utilising the newest Cisco Cloud Technology
• Setup and maintain local network equipment and file management servers and cloud in close collaboration with regional and global technology experts
• Setup IT equipment in office of senior management team members
• Ensure all machines are fully configured and compliant with WMG standards.
• Maintain an inventory of local IT assets and assist in capacity planning
• Support with the administration of laptop and other loan resources escalating high priority and time-sensitive cases when necessary

Local infrastructure support

• Coordinate with Global and Regional IT Support Groups on infrastructure and application issues and assist on new deployments that may be required
• Ensure all IT equipment acquisitions follow WMG standards
• Coordinate with users on WMG IT security policy and liaise with WMG security team on any new local requirements
• Contribute to and ensure compliance with the Company\xe2\x80\x99s IT General Controls (ITGC) and Sarbanes Oxley (SOX) procedures, reviews and reporting
• Respond to emergency fixes when required
• Global Account Management (LAN access and mailbox administration).
• Undertake any additional tasks and projects as requested by the Service Desk Manager

About you:

• Over 3 years\xe2\x80\x99 experience in supporting Windows workstations/Windows Server - based enterprise environment, handling user PC, LAN and printer issues. Similar support experience with Office/365 suite and Google Workspace is required.
• Previous experience working in a help desk and technical support environment is essential.
• Experience working in a Cloud environment like AWS, Azure or GCP would be an advantage.
• Some working experience in an ERP or CRM environment is preferred
• Highly analytical and capable of working independently and as part of a team
• Excellent written, verbal and face-to-face communication skills; ability to form good working relationships with business users
• A strong customer service mindset is essential with a focus
• Energetic and participative style
• Windows and Mac configuration and support experience is essential
• Able to lift and move computer equipment
• Coordinate with Regional and Global teams on the implementation of applications rollouts
• Able to create user documentation and actively contribute to knowledge-base articles
• ITIL Certification is preferred, but not a must
• Good communication skills are essential
• Strong Active Directory, Google Workspace Administration experience is essential
• Experience/understanding of SCCM, Intune, and Google Administration Panel is essential.
• Video conferencing experience is essential (Ideally Cisco Solutions)

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\xe2\x80\x99s 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\xe2\x80\x99re the home to WMX \xe2\x80\x93 the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways \xe2\x80\x93 and Alternative Distribution Alliance (ADA) \xe2\x80\x93 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 \xe2\x80\x9cApply\xe2\x80\x9d 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\xe2\x80\x99t be discouraged if you don\xe2\x80\x99t hear from us right away. We\xe2\x80\x99re 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.

Warner Music Group