Service Desk Analyst

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we turn dreams into stardom and audiences into fans. We are guided by three core values that underpin everything we do across all our diverse businesses:

• Curiosity: We do our best work when we’re immersing ourselves in culture and breaking through barriers. Curiosity is the driving force behind creativity and ingenuity. It fuels innovation, and innovation is the key to our future.
• Collaboration: Making music and bringing it to the world is all about the power of originality amplified by teamwork. A great idea, like a great song, travels globally. We ignite passions and build connections across our diverse community of artists, songwriters, partners, and fans.
• Commitment: We pursue excellence for our team and our talent. Everything in music starts with a leap into the unknown, and we’re committed to keeping the faith, acting with integrity, and delivering on our promises.

WMG is home to a wide range of artists, musicians, and songwriters that fuel our success. That is why we are committed to creating a work environment that actively values, appreciates, and respects everyone. We encourage applications from people with a wide variety of backgrounds and experiences. Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.

A little bit about our team: Warner Music’s EMEA Shared Service Centre is the home to the financial, tax and administrative functions that provide critical support and best-in-class services to our European Recorded Music and Publishing businesses. The UK Centre embodies the innovative and creative spirit that stems from the company’s deep history in nurturing entrepreneurial thinking and artist-focused innovation, enabling our employees to develop a wide range of skills through cross-functional collaboration and development opportunities.

Your role: The Service Desk Analyst will provide user support and help resolve issues and inquiries for business users and customers. Here you’ll get to:

• Serve as a first point of contact, providing support and direction for internal customers dealing with problems and queries as they arise.
• Document and log all issues and inquiries to ensure a robust audit trail is available.
• Comply with defined time frames for resolution and escalation per pre-defined SLAs (Service Level Agreements).
• Learn fundamental operations of service desk solution to maximise usage of tool functionalities.
• Prepare a monthly report that compiles the most common issues/inquiries and distribute to Centre process leads to help with continuous process improvement.
• Update and refresh self‑service tool materials when required to decrease the need for service desk support, when practical.
• Cross‑training of service desk activities to other analysts.
• Assist with other administrative tasks and special projects as required.
• Resolve inquiries in a timely manner with a focus on excellent customer service at all times.
• Accurately allocate inquiries to respective process owners for timely resolution.

About you:

• Experience in customer service, ideally within a finance/BPO setting.
• Fluency in English plus at least one other EU language (French, Spanish, Portuguese, German, Italian).
• Excellent verbal and written communication skills in both languages.
• Customer‑focused with the ability to manage difficult or sensitive situations professionally.
• Experience using ERP systems (e.g. SAP, Oracle, or similar) is a plus.
• Experience working with ticketing systems or case management platforms (Zendesk, Jira, PEGA or similar).
• Strong organisational skills, with the ability to multitask in a fast‑paced environment.
• A team player with a proactive, solution‑oriented approach.

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religion or belief, age, sex, sexual orientation, gender, gender identity or gender reassignment, marital or civil partnership status, disability, pregnancy, childbirth or any other characteristic protected by law.