Global Support Analyst Intern (4 month internship – June 2024 to September 2024)

Universal Music

  • Kings Cross, Central London
  • Training
  • Full-time
  • 28 days ago
Music is UniversalIt’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com.The A Side: A Day in The LifeThe Global Tech Support Analyst Intern 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 GTS Support Analyst Intern documents, communicates, tracks, and monitors 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 or Customer Service background is desirable.The B Side: Skills & ExperienceBe Organised
  • 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
Be Collaborative
  • 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
Person SpecificationNecessary
  • 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
Just So You Know…The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.Just So You Know…The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.Job Category: Internships

Universal Music