Service Desk Support Analyst

Universal Music Group team


The GTS 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 GSD 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, Microsoft Operating Systems, and MacOS.
  • Flexibility to work evening and weekend shift hours in rotating on call schedule.
  • 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.
  • Available to provide onsite support coverage at various UMG locations as needed

Benefits & Perks

  • Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan with company matching
  • Flexible Paid Time Off plus Paid Holidays, 2 week “Winter Break” & Wellness Fridays (year-round)
  • Medical, Dental and Vision Insurance
  • Student Loan Repayment Assistance & Tuition Reimbursement (after 12 months of service)
  • Robust Employee Assistance Program (for you and your loved ones)
  • Annual Well-Being Allowance which includes Fitness, Travel, Home Enhancements, Nutrition, and Spa

How to apply

Apply via link

Universal Music Group logo

Universal Music Group

Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries. Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans. Universal Music Group's labels include A&M Records, Astralwerks, Blue Note Records, Capitol Christian Music Group, Capitol Records, Capitol Records Nashville, Caroline, Decca, Def Jam Recordings, Deutsche Grammophon, Disa, Emarcy, EMI Records Nashville, Fonovisa, Geffen Records, Harvest, Interscope Records, Island Records, Machete Music, MCA Nashville, Mercury Nashville, Mercury Records, Motown Records, Polydor Records, Republic Records, Universal Music Latino, Verve Label Group, Virgin Records, Virgin EMI Records, as well as a multitude of record labels owned or distributed by its record company subsidiaries around the world. UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.). UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world. Universal Music Group is a Vivendi company.

Job Details

Posted on Sep 6

Nashville, TN, USA

Full time