Global Support Analyst Intern null

About Universal Music 

Universal Music UK is the London-based division of the world-famous international music publishing corporation that provides entertainment services. Universal Music Group specializes in producing, distributing, and promoting the most commercially successful and critically acclaimed music worldwide to entertain music lovers.

Your role

About the opportunity:

• The 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.  
• Familiarity with a variety of IT concepts, practices, and procedures relating to IT or Customer Service background is desirable.

Be organized:

• 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, online 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 the 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 under 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

Training & development   

During the 4-month internship program, the company will help you grow and refine your talents, challenge you daily, and enrich your professional experience. Their comprehensive development program offers skill-building experiences that are data-driven, informed by research, and guided by employee feedback. UMG sets the stage for success by placing you in the driver's seat of your learning to ensure that each employee is equipped with the tools needed to unleash their greatest potential.

Benefits

For a full-time employee, the following benefits apply:

• Competitive salary
• Health benefits
• Financial benefits
• Income protection
• Wellbeing Allowance
• Family support
• Time away
• And more!

Career progression

Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does. The internship provides career development and a realistic view of music industry work. The experience fosters personal and professional growth while adding value to UMG as a company.

Work-life balance 

Universal Music understands the importance of maintaining a healthy work-life balance. The company offers various flexible working options, including paid time off, hybrid working, and more. According to your role requirements, you will be provided with various flexible working options.

Culture & vibe

Universal Music Group values diversity, inclusion, and a positive work environment. Everyone is welcome and the company is determined to ensure that no one receives less favorable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. The firm also recognizes the importance of diversity of thought within the teams and is fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.

About you

Person Specification:

Necessary:

• 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
• Critical thinking and problem-solving skills
• Self-motivated with the 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

Sources

The following sources were used in researching this page:

• youtube.com
• umusiccareers.com/careerdevelopment
• umusiccareers.com/careers