Warner Music Group is hiring a
Service Desk Associate

Summary

Join Warner Music Group as an Associate ServiceDesk Analyst and provide level 1 support for a diverse user base. Respond to technical inquiries, manage ticket queues within defined SLAs, and contribute ideas for innovation and process improvement.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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)

Benefits

$30 - $33 an hour