Service Desk Analyst

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
  • 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 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 organisation and who to coordinate with to resolve issues.

About You

  • Ensure a high level of customer service.
  • Resolve inquiries in a timely manner.
  • Accurately allocate inquiries to respective process owners for timely resolution.

It would be music to our ears if you also had:

  • Bachelor’s Degree or equivalent experience.
  • 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 organisational 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 prioritise 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.

Reference: JR486

Salary: £32,000 – £35,000