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Sony Music Entertainment

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Desktop Support Analyst (6 month FTC)

🗓️ Posted 2026-09-18 UK & Ireland, United Kingdom, London Hybrid ICT

Company shared salary

NA

Market rate

2,500 GBP–3,500 GBP/mo (30,000 GBP–42,000 GBP/yr)

Based on similar roles (title + domain + location).

About the Role

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.

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

  • ● You have previous experience in a Helpdesk, Desktop Support, or 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, and 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.