Global Support Analyst Intern (4 month internship – June 2024 to September 2024)
Universal Music
- Kings Cross, Central London
- Training
- Full-time
- Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email
- Monitor unassigned ticket queue while also following up on assigned tickets
- 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
- Document issues and troubleshooting steps concisely in the ticketing system
- Follow up on open issues with escalation groups to provide updates to customer
- Document 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
- Provide advice, guidance, and informal training to customers
- Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers
- Excellent customer service, telephone etiquette, and interpersonal skills
- Strong verbal and written communication skills and the ability to effectively listen
- Ability to stay organised 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
- Critical thinker and problem-solving skills
- Self-motivated with ability to not only work in group/individual setting
- Understanding of personal computers, printers, and peripherals
- Must have excellent telephone, listening and written communication skills to effectively and efficiently communicate with all levels of employees
- Must be disciplined to learn and follow standard operating procedures
- Good problem-solving ability
- Able to work independently and as part of a team to attain individual and team goals
- Must be customer focused and 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