• Job Description

  Req#: JR-61922

  Job Summary:

  Service Desk Analyst- Zendesk

  Location: Manchester (hybrid) Ticketmaster Contact Centers

  Division: Ticketmaster Contact Centers

  Contract Terms: Permanent

  .

  ROLE DESCRIPTION

  The Service Desk Analyst- Zendesk role sits within the Global FX Systems Engineering team based in Manchester.

  WHAT WE DO

  We look after the development, configuration, and maintenance of contact center technology platforms for 100+ different Ticketmaster & Live Nation brands around the world.

  We are looking for a talented and motivated Service Desk Analyst- Zendesk to join our Global Fan Experience team. We are seeking a highly organized and detail oriented Zendesk Administrator to join our team. As a Zendesk Administrator, you will be responsible for managing and maintaining our company's Zendesk platform to meet the needs of our business and customers. You will collaborate with cross-functional teams to ensure that Zendesk is integrated with other systems and tools, maintain and enhance the environment, and ensure that customer data is properly managed and secured. You will also work closely with our team of developers and engineers to maintain and improve our web technologies including HTML, CSS, and JavaScript.

  WHAT YOU WILL BE DOING

  • Administering and managing Zendesk contact center platforms to ensure optimal performance and user experience across multiple markets.
  • Creating and maintaining custom integrations with other systems and applications using APIs
  • Monitor, test and implement Triggers, Automation and Workflows
  • Create/Maintain the best practices for process and procedures for the Zendesk instances.
  • Integrate 3rd party applications or the integration of additional systems as directed by the business and IT.
  • Manage and support the production and sandbox Zendesk environments.
  • Support, Implement and/or optimize the following channels: Messaging and Social, Talk and Email, Bots, and automation.
  • Implement and/or support SLAs based off the business needs.
  • Establish and maintain operating procedures for the administration of the platform in line with company policies and processes.
  • Continue to improve the Zendesk environment and implement changes for the business.
  • Develop and maintain user guides, policies, and procedures documentation for Zendesk.

  WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

  • Proven years of Zendesk (or equivalent Contact Center operations) experience across all channels (Messaging and Social, Email, Bots and automation)
  • Knowledge of Web technologies including HTML, CSS, JavaScript
  • Experience working with APIs.
  • Excellent communication and interpersonal skills
  • Strong problem-solving and analytical skills
  • Ability to work independently and as part of a team.
  • Strong attention to detail and ability to multitask.

  YOU (BEHAVIOURAL SKILLS)

  The following attributes determine how the role will be carried out and are required to be a success:

  • Ability to work under pressure to meet targets and deadlines.
  • Excellent time management and organisational skills and the ability to react to changes requiring reprioritisation of workload.
  • Meticulous attention to detail and ability to analyse and solve problems.
  • Demonstrates an understanding of the customer and customer experience concepts.
  • Enjoys working at pace in a fast moving and constantly changing environment.
  • Good attention to detail and takes responsibility for the accuracy of their work.
  • Ability to connect ideas and do things differently.
  • Productive team member, collaborating with all teams and at all levels of the organization.

  LIFE AT TICKETMASTER

  We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

  Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

  We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

  Our work is guided by our values:

  Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

  Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

  Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

  Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

  EQUAL OPPORTUNITIES

  We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. #LI-JCK #LI-Hybrid

• About the company

  Ticketmaster Entertainment, Inc. is an American ticket sales and distribution company based in Beverly Hills, California with operations in many countries around the world.

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