UK & Ireland Desktop Support Specialist — Elevate User Experience

Sony Music Entertainment China Ltd.; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private medical cover

Pension scheme

Life assurance

Income protection

Music industry perks

Winter break time off

Job summary

Sony Music Entertainment China Ltd. in London is seeking a Desktop Support Analyst who will provide first-class IT support to employees across the business, both in person and remotely, helping to maintain and enhance our global technology environment.

You will troubleshoot hardware, software and connectivity, manage tickets, deploy hardware, and collaborate with the Technology team on projects, documentation, and service improvements while delivering a high-quality user experience.

Qualifications

• What you bring: experience in a corporate helpdesk or desktop support role.
• Strong troubleshooting and problem-solving skills with a user-focused mindset.
• Excellent written and verbal communication to explain technical concepts clearly.
• Proficient with Windows, macOS, mobile platforms and cloud tools (Office 365, Azure, Intune, Google Workspace).

Responsibilities

• Serve as a key point of contact for technical support and the Service Desk.
• Deliver exceptional support to employees, ensuring a positive user experience.
• Diagnose and resolve hardware, software, and connectivity issues across devices.
• Manage and prioritise support tickets within agreed service levels.
• Support and maintain desktops, laptops, mobile devices, apps, and collaboration tools.
• Install and update software/hardware, ensure security and performance.
• Collaborate with Technology team to share knowledge and improve support.
• Create and maintain technical documentation and support guides.
• Assist with rollout of new hardware, upgrades, and office moves.
• Contribute to local/global technology projects and process improvements.
• Identify opportunities to improve processes and user experience.

Skills

Helpdesk experience

Desktop Support

Troubleshooting

Windows

macOS

iOS and Android devices

Microsoft 365

Azure

Intune

Google Workspace

Customer service

Communication skills

Job description

Sony Music Entertainment China Ltd. in London is seeking a Desktop Support Analyst who will provide first-class IT support to employees across the business, both in person and remotely, helping to maintain and enhance our global technology environment.

You will troubleshoot hardware, software and connectivity, manage tickets, deploy hardware, and collaborate with the Technology team on projects, documentation, and service improvements while delivering a high-quality user experience.