Senior Analyst driving analytics and insights for high - impact accounts at Universal Music Group. Delivering actionable insights to improve decision - making in music merchandising and ecommerce.
About the role
- Supporting the Service Desk team and assisting management as a Senior Service Desk Analyst. Driving customer satisfaction and providing guidance across Datacom with team collaboration.
Responsibilities
- Supporting the team with our daily run
- Knowledge Management – ensuring our KAs are up to date and fit for purpose
- Quality Assurance – reviewing calls and tickets and providing coaching where applicable
- Driving customer satisfaction and handling escalations from the customer, and your teammates who need help!
- Coaching and development, including training new starters
- Developing (and maintaining) relationships with key stakeholders across Datacom, our Customer and our vendors.
- Supporting project initiatives
Requirements
- A problem solver – You aren’t afraid to voice suggestions to drive continuous improvement, whilst keeping customer experience close to heart
- Strong service orientation, with excellent communication and written skills
- The ability to work without supervision and provide guidance to others as required
- An understanding of ITIL service delivery methodology and service desk (or the willingness to learn more if you haven’t already!)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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