Desktop Support Analyst (6 month FTC) London

Sony Music Entertainment (UK) Ltd.; Greater London; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Private medical cover

Generous pension

Life assurance

Income protection

Music industry perks

Winter break time off

Job summary

Sony Music Entertainment (UK) Ltd. is seeking a Desktop Support Analyst to empower employees with first-class technical help across the business, in person and remotely, while maintaining a secure, modern tech estate.

This hands-on role covers user support, hardware deployment, and project work, with opportunities to collaborate across the global Technology team and contribute to process improvements in a fast-paced, customer-focused environment.

Qualifications

• Experience in a corporate Helpdesk/Desktop Support role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows, macOS, iOS and Android devices, plus M365, Azure, Intune and Google Workspace.

Responsibilities

• Serve as a key point of contact for technical support, representing the Service Desk.
• Deliver exceptional support to employees, ensuring a positive user experience.
• Diagnose and resolve hardware, software, and connectivity issues across devices and platforms.
• Manage and prioritise support tickets and service requests within SLAs.
• Support and maintain the technology estate, including desktops, laptops, mobile devices, apps and collaboration tools.
• Install, configure, and update software and hardware securely and efficiently.
• Collaborate with the Technology team to share knowledge and improve services.
• Create and maintain clear documentation, knowledge articles and guides.
• Assist with hardware rollouts, upgrades and office moves.
• Contribute to local and global technology projects and initiatives.
• Identify opportunities to improve processes and user experience.

Skills

Windows

macOS

iOS & Android

Microsoft 365

Azure

Intune

Google Workspace

Helpdesk experience

Customer service

Troubleshooting

Job description

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, 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.

Who you are

• 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.

What we give you:

• 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

Please note that applicants must be at least 18 years of age.

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.

This role is on site 5 days a week in Kings Cross, London. Please confirm you can commit to this.