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Desktop Support Analyst (6 month FTC)
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ICT
💰 Salary Not shared
📊 Market 2,500 GBP–3,500 GBP/mo (30,000 GBP–42,000 GBP/yr)
About the Company
At Sony Music Entertainment, we fuel the creative journey. We've played a pioneering role in music history, from the first-ever music label to the invention of the flat disc record. We've nurtured some of music's most iconic artists and produced some of the most influential recordings of all time. Today, we work in more than 70 countries, supporting a diverse roster of international superstars, developing and independent artists, and visionary creators. From our position at the intersection of music, entertainment, and technology, we bring imagination and expertise to the newest products and platforms, embrace new business models, employ breakthrough tools, and provide powerful insights that help our artists push creative boundaries and reach new audiences. In everything we do, we're committed to artistic integrity, transparency, and entrepreneurship. Sony Music Entertainment is a member of the Sony family of global companies. Musicians Specialties: Music, Entertainment, Recording, Music Publishing, Marketing, A&R
About the Job
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.
Role & 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.
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- ● 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
Experience
- ● You have previous experience in a Helpdesk, Desktop Support, or IT Support role within a corporate environment.
Skills
- ● 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.
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