Desktop support analyst

As a Desktop Support/Service Desk Analyst, your role will be to support, assist and resolves issues in reference to Windows and Apple desktop, applications, ID administration, and other services provided by the IS T Helpdesk. You will be responsible for delivery of services to clients; resolution of 50% of issues by phone and perform special projects as assigned. What you ll do:• Represent the help-desk. Work as part of a team sharing knowledge and skills. Understand user s needs and provide professional, courteous response. Prioritise tickets / service requests. Resolve issues within our agreed SLA s. Document solutions. Coordinate and participate in IT projects. Understand Sony Music technology environment including hardware, software, tools and applications. Troubleshoot on both Windows, macOS, mobile devices and common desktop applications. Troubleshoot office hardware issues (printers, monitors, etc) Install non-restricted applications and updates. Escalate hardware software issues to appropriate team. Who you are: Proven IT help-desk support experience working in a corporate environment. Experience supporting with both Mac and Windows platforms. Strong Analytical skills Excellent communication skills Strong knowledge of common application programs (Office, Adobe, MS and Apple) Able to work collaboratively as well as independently Time management skills What we give you: You join an inclusive, collaborative and global community where you have the opportunity to fuel the creative journey A modern office environment designed to foster productivity, creativity, and teamwork An excellent range of benefits, like private medical cover, a generous pension scheme, life assurance and income protection, plus loads of music biz perks We invest in your professional growth development Time off for a winter recess Equal Opportunities 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. Privacy Policy Please click here to read our privacy policy before beginning the application process as you will need to agree to the terms of the policy before submitting your information. Please note that applicants must be at least 18 years of age.