As a Desktop Support Analyst, you'll play a key role in enabling Sony Music employees to do their best work every day. You'll provide first-class technical support to users across the business, both in person and remotely, while helping to maintain and enhance our global technology environment.
This is a hands-on role that combines user support, troubleshooting, hardware deployment, and project work, offering the opportunity to work with a broad range of technologies while collaborating with colleagues across our global organisation. If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced, customer-focused environment, we'd love to hear from you.
- Serve as a key point of contact for technical support and representing the Service Desk.
- Deliver exceptional support to employees, ensuring a positive and professional user experience.
- Diagnose and resolve hardware, software, and connectivity issues across a range of devices and platforms.
- Manage and prioritise support tickets and service requests, ensuring issues are resolved within agreed service levels.
- Support and maintain Sony Music's technology estate, including desktops, laptops, mobile devices, applications, and collaboration tools.
- Install, configure, and update software and hardware, ensuring devices are secure and operating effectively.
- Collaborate with colleagues across the wider Technology team to share knowledge, solve problems, and continuously improve support services.
- Create and maintain clear technical documentation, knowledge articles, and support guides.
- Assist with the rollout of new hardware, technology upgrades, and office moves.
- Contribute to local and global technology projects, gaining exposure to a broad range of business and technical initiatives.
- Identify opportunities to improve processes, enhance user experience, and increase operational efficiency.
- You have previous experience in a Helpdesk, Desktop Support, IT Support role within a corporate environment.
- You enjoy helping people and take pride in providing excellent customer service.
- You have strong troubleshooting skills and enjoy diagnosing and resolving technical issues.
- You're comfortable supporting and working with technologies such as:
- Microsoft Windows
- macOS
- iOS and Android devices
- Microsoft 365, Azure and Intune
- Google Workspace
- You can manage competing priorities and remain calm under pressure.
- You're proactive, self-motivated, and capable of working independently when needed.
- You have excellent written and verbal communication skills and can explain technical concepts clearly to non-technical users.
- You enjoy collaborating with others and contributing to a supportive team environment.
- You're adaptable and flexible, with a willingness to support evolving business and technology needs.
