Service Desk Associate @ Warner Music

Salary Range: 30 to 33 (Currency: USD) (Pay period: per-hour-wage)

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: Associate ServiceDesk 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:

As an Associate Service Desk Analyst, you will join our global team of problem solvers, providing level 1 support and customer service for a diverse user base. You’ll respond to technical inquiries, assist with access/privileges, and manage ticket queues within defined SLAs. This entry-level role is perfect for those eager to kickstart their career in IT service operations.

Here you’ll get to:

Provide level 1 support and customer service for technical inquiries related to Windows, Mac, and mobile devices.

Respond to, escalate, and resolve technical issues and access requests using our service management system.

Assist with basic troubleshooting of Google Workspace, Microsoft O365, Active Directory, etc.

Manage ticket queues within predefined SLAs, ensuring timely resolution of user requests.

Document operational procedures and contribute to knowledge base articles.

Contribute ideas for innovation and process improvement to enhance service delivery.

Train end users on basic computer equipment and software usage.

Communicate effectively with team members and stakeholders to ensure smooth operations.

About you:

Passion for delivering excellent customer service.

Basic technical skills with Windows, Mac, and mobile devices.

Ability to learn and follow operational processes.

Strong verbal and written communication skills.

Willingness to work off-shift and overtime hours if needed.

*Must be able to work onsite at our LA office - 777 S Santa Fe Ave, Los Angeles, CA 90021*

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

ITIL Certification (preferred but not required).

Basic understanding of cyber security concepts.

Familiarity with Google Workspace, Microsoft O365, Active Directory, etc.

CompTIA A+ or Network+ certifications (preferred).

About us:

With its broad and diverse roster of new stars and legendary artists, Warner Music Group is home to a collection of the best-known record labels in the music industry including Asylum, Atlantic, East West, Elektra, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics and Warner Chappell Music, one of the world’s leading music publishers with a catalog of more than one million copyrights worldwide

For more than four decades, WMG has been an industry-leading force in providing a world-class array of services designed to help artists and labels grow their careers and their businesses. Artist & Label Services is the umbrella for WEA (Warner-Elektra-Atlantic) – the pioneering WEA distribution and marketing network – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels.

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.

Service Desk Associate

Warner Music

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