Tech Support Analyst

Tech Support Analyst

The Tech Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised. The Tech Support Analyst documents, communicates, tracks, and monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level Agreements. Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.

Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email.

Interprets, analyses, researches and resolves simple to moderately complex inquiries

Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours

Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.

Research, resolve, and respond to all calls, e-mails, chats, call-backs, and Self-Service requests in a professional and timely manner in accordance to established guidelines and procedures

Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures

Utilizing the internal knowledge base, experience and team resources

Provide technical advice, guidance, and informal training to customers

Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users

Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.

Support multiple locations and remote users via remote tools

Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers

Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team resources

Document issues and troubleshooting steps concisely in the ticketing system

Follow up on open issues with escalation groups to provide updates to customer

2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent

Excellent customer service, telephone etiquette, and interpersonal skills

Strong verbal and written communication skills and the ability to effectively listen

Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints

Ability to maintain a high level of customer trust and confidence in the team's knowledge and concern for users' needs

Demonstrated knowledge of technical specifications of various IT Equipment and software packages including computers, printers, Microsoft Office solutions, Zoom, Microsoft Operating Systems, MacOS, iOS and Android

When able, provide support for deskside, conference room A/V, tasks such as provisioning, configuring, and basic troubleshooting

Flexibility to work evening and weekend shift hours in rotating on call schedule. (HOLIDAYS)

Critical thinker and problem-solving skills.

Self-motivated with ability to not only work in group/individual setting, but able to drive action and independently with little to no direction.

Provide onsite support coverage as needed to cover TechBars

Must have a good understanding of personal computers, printers, peripherals and mobile devices

Must have excellent online/telephone etiquette paired with strong listening and written communication skills

Must be disciplined to learn and follow standard operating procedures

Must effectively and efficiently communicate with all levels of employees

Good problem-solving ability

Able to work independently and as part of a team to attain individual and team goals

Must be customer focused · Must demonstrate strong follow-up and follow through abilities with a sense of urgency

Must demonstrate ability to manage multiple tasks and assignments

Familiar with various elements of Information Technology infrastructure

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren't just values—they're how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

Comprehensive medical, dental, and vision coverage

Including 100% coverage for out-patient in-network mental health services

Fertility coverage for eligible medical plan participants

Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

Student Loan Repayment Assistance and Tuition Reimbursement

401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

Flexible Paid Time Off (PTO) for exempt employees

3-weeks PTO for non-exempt employees

2-weeks paid Winter Break

10 Company Holidays (including Juneteenth and Wellbeing Day)

Summer Fridays (between Memorial Day and Labor Day)

Generous paid parental leave for every type of parent

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.