Desktop Support Analyst (6 month FTC)

<div> <p>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.</p> <p>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.</p> <h2>What you'll do</h2> <ul> <li>Serve as a key point of contact for technical support and representing the Service Desk.</li> <li>Deliver exceptional support to employees, ensuring a positive and professional user experience.</li> <li>Diagnose and resolve hardware, software, and connectivity issues across a range of devices and platforms.</li> <li>Manage and prioritise support tickets and service requests, ensuring issues are resolved within agreed service levels.</li> <li>Support and maintain Sony Music's technology estate, including desktops, laptops, mobile devices, applications, and collaboration tools.</li> <li>Install, configure, and update software and hardware, ensuring devices are secure and operating effectively.</li> <li>Collaborate with colleagues across the wider Technology team to share knowledge, solve problems, and continuously improve support services.</li> <li>Create and maintain clear technical documentation, knowledge articles, and support guides.</li> <li>Assist with the rollout of new hardware, technology upgrades, and office moves.</li> <li>Contribute to local and global technology projects, gaining exposure to a broad range of business and technical initiatives.</li> <li>Identify opportunities to improve processes, enhance user experience, and increase operational efficiency.</li> </ul> <h2>Who you are</h2> <ul> <li>You have previous experience in a Helpdesk, Desktop Support, IT Support role within a corporate environment.</li> <li>You enjoy helping people and take pride in providing excellent customer service.</li> <li>You have strong troubleshooting skills and enjoy diagnosing and resolving technical issues.</li> <li>You're comfortable supporting and working with technologies such as: <ul> <li>Microsoft Windows</li> <li>macOS</li> <li>iOS and Android devices</li> <li>Microsoft 365, Azure and Intune</li> <li>Google Workspace</li> </ul> </li> <li>You can manage competing priorities and remain calm under pressure.</li> <li>You're proactive, self-motivated, and capable of working independently when needed.</li> <li>You have excellent written and verbal communication skills and can explain technical concepts clearly to non-technical users.</li> <li>You enjoy collaborating with others and contributing to a supportive team environment.</li> <li>You're adaptable and flexible, with a willingness to support evolving business and technology needs.</li> </ul> </div> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <p> </p> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"><strong>What we give you:</strong></h2> <ul> <li data-leveltext="•" data-font="Arial" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">You join a vibrant global community with the opportunity to channel your passion every day</span><span data-ccp-props="{"134233279":true}"> </span></li> <li data-leveltext="•" data-font="Arial" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">A modern office environment designed for you, empowering you to bring your best</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="•" data-font="Arial" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Investment in your professional growth and development enabling you to thrive in our vibrant community</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="•" data-font="Arial" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">The space to accelerate progress, positively disrupt and create what happens next</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="•" data-font="Arial" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">We give you the platform to champion positive change, with the opportunity to contribute to our social impact, diversity, equity and inclusion initiatives</span><span data-ccp-props="{}"&g