Desktop Support Analyst (6 month FTC)

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.

What you’ll do

• 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.

• You join a vibrant global community with the opportunity to channel your passion every day
• A modern office environment designed for you, empowering you to bring your best
• Investment in your professional growth and development enabling you to thrive in our vibrant community
• The space to accelerate progress, positively disrupt and create what happens next
• We give you the platform to champion positive change, with the opportunity to contribute to our social impact, diversity, equity and inclusion initiatives
• We provide an excellent range of benefits like private medical cover, a generous pension scheme, life assurance, income protection, plus loads of music industry perks. There’s also time off over winter break