Service Analyst - Service Desk (m/f/d)

  • Berlin
  • London
  • Published: 2022-05-26
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What is ICE?

ICE is the result of a big vision for the music industry. We sit at the exciting junction between technology, data and digital music consumption, addressing many of the industry’s biggest challenges.
We are purpose-driven in our mission to enable accurate, transparent & fair compensation for songwriters and publishers on an international basis. We achieve this through our music licensing, processing and copyright services.

Our Licensing team negotiates deals with digital music services such as YouTube, Facebook, TikTok and many other services who rely on & benefit from music in their services.

Our Online Processing team innovatively address the data challenges involved in analysing epic volumes of global usage data to match written songs to recordings and calculate royalties based on terms from licensing deals. We collaborate widely across the industry to develop best practice.

Our Copyright experts consolidate complex song ownership data from multiple sources to provide the industry’s most authoritative rights picture, underpinning accurate songwriter payments from a wide range of sources.
Based in the UK, Germany and Sweden, with a multi-national team of 250+ committed colleagues working together each day to benefit rightsholders, this work has seen us distribute more than €1bn in digital royalties to our customers since 2016.

To work at ICE is to be part of modern working environments and practices. We are guided internally by our values of Excellence, Creativity and Respect and are committed to Diversity & Inclusion.

ICE Service Desk is the first point of contact for our customers, as well as for our internal employees in case they have an issue or would like to request a service. The role’s main purpose therefore is to log, monitor and report the status of such incoming queries back to the users in accordance to the defined KPIs and metrics.
You will be part of a dynamic, fast-paced team, where your ultimate goal will be to ensure that any interaction with ICE Service Desk is a positive experience for our customers.

You are responsible for:

Log, prioritize, resolve, assign and monitor the status of requests coming into the ICE Service Desk queue
• Maintain and improve ICE’s relationship with customers by picking up and handling incoming queries in a prompt, professional and competent manner
• First call resolution: attempt to resolve incoming queries within the Service Desk group - if support from other groups is needed, ensure the level and quality of information available is sufficient
• Act as the link between Business, IT, Product Management, Service Assurance and all other supporting functions
• Actively review a range of business processes to optimise and seek opportunities for continous improvement
• Undertake quality and assurance associated activities supporting business excellence
• Maintain and improve ICE Service Desk’s processes, tools, working instructions and knowledge base
• Continuously review support channels such as the Service Portal and Live Chat for improvement opportunities
• Actively participate in the testing of new processes and features in ICE’s ITSM tool
• Ability to prioritize tasks according to business requirements and cope with tight deadlines
• Coordinate activities between Service Assurance Team and Business to help optimize Online E2E Process, support with documentation creation and maintenance, and to act as Support to Head of Service Assurance with ad-hoc coordination and administration related to the Service Assurance team.

Minimum Requirements:

• Great team player but able to work independently as and when required
• Excellent communication skills
• Analytical mindset: able to understand and assess problems quickly and offer the best solution
• Solid knowledge in the copyright or online processing / licensing business and the ability to understand the specialties of the ICE application environment
• Basic understanding of workplace infrastructure concepts used at ICE, combined with a confident level of working in the Microsoft Office Suite and Windows
• Ability to work in a fast-paced environment while remaining calm and professional
• Fluency in English – further European languages are a plus
• Full time 40 hours working per week
• Core time from 9:00am to 5:00pm (CET) / 8:00am to 4:00pm (UK)

Nice to have:
• Basic coding background
• Knowledge of process frameworks and best practices, preferably ITIL certified
• Previous experience in transformation and assurance
• Previous experience in end to end process maintenance, development, and optimization
• Experience in building customer satisfaction surveys and translating results into measurable actions

We offer You:

  • Diverse, international work environment
  • Hybrid Work (Home Office)
  • German and Business English classes
  • Training, industry insider talks and team socials
  • BAV (20% company)
  • Free drinks (e.g. coffee, tea)
  • Free fruits on a regular basis
  • BVG Ticket (AB)

Application Requirements:

In order for us to consider your application, we ask you to submit the following:
  • Your current CV
If your experience and capabilities match our required qualifications outlined above, we are very much looking forward to your application (only online). Please include your earliest available starting date.