Desktop Support Specialist - User Tech & Hardware

Sony Music Entertainment (UK) Ltd.; Greater London; On-site; 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

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.