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About the Role
As a Desktop Support Analyst, you will provide first-class technical support to Sony Music employees, both in person and remotely, while helping to maintain and enhance our global technology environment. This hands-on role 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.
Responsibilities
- 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.
Requirements
- Previous experience in a Helpdesk, Desktop Support, IT Support role within a corporate environment.
- Enjoy helping people and take pride in providing excellent customer service.
- Strong troubleshooting skills and enjoy diagnosing and resolving technical issues.
- Comfortable supporting and working with technologies such as: Microsoft Windows, macOS, iOS and Android devices, Microsoft 365, Azure and Intune, Google Workspace.
- Ability to manage competing priorities and remain calm under pressure.
- Proactive, self-motivated, and capable of working independently when needed.
- Excellent written and verbal communication skills and can explain technical concepts clearly to non-technical users.
- Enjoy collaborating with others and contributing to a supportive team environment.
- Adaptable and flexible, with a willingness to support evolving business and technology needs.
- Must be at least 18 years of age.
Skills
- Microsoft Windows
- macOS
- iOS
- Android
- Microsoft 365
- Azure
- Intune
- Google Workspace
- Troubleshooting
- Customer Service
- Technical Support
- Hardware Deployment
- Software Installation
- Hardware Configuration
- Technical Documentation
- Communication
Location
- Remote
- In person
Work Type
- Full-time
Experience Level
- Previous experience in a Helpdesk, Desktop Support, IT Support role within a corporate environment
Benefits
- Private medical cover
- Generous pension scheme
- Life assurance
- Income protection
- Music industry perks
- Time off over winter break
About the Company
- Sony Music is a global community with the opportunity to channel your passion every day.
- Sony Music offers a modern office environment designed to empower employees.
- Sony Music invests in professional growth and development.
- Sony Music provides the platform to accelerate progress, positively disrupt and create what happens next.
- Sony Music champions positive change, with the opportunity to contribute to social impact, diversity, equity and inclusion initiatives.
Equal Opportunity
- As an active part of a culturally and socially diverse society, Sony Music’s aim is that our workforce is diverse and inclusive.
- Sony Music is an equal opportunity employer and supports workforce diversity.
- We employ, retain, promote and otherwise treat all employees and job applicants according to their merit, qualifications, competence and talent.
- We apply this policy without regard to any individual’s sex, race, religion, origin, age, sexual orientation, marital status, medical condition or disability.