Desktop/Server Support Analyst

Information Technology
Position Type
Regular Full-Time


Maintain and administer Sony Music UK & Ireland’s IT support environment. Deliver 2nd – 3rd line desktop/macOS & server/network support to UK and Ireland based user community.


Key results/task area:


  • Perform ‘hands on’ server/network and desktop support for all staff based in UK, Ireland and Europe where required.
  • Provide inputs for desktop standards and architecture.
  • Image Management - Develop and maintain desktop and laptop builds
  • Manage ongoing deployment of PC & Laptop upgrades.
  • Administer Bluecoat Web filtering system.
  • Administer Mobile Devices – set up, troubleshoot.
  • Maintain operating systems and backup software.
  • Administer network security, user accounts and directory structure.
  • Patch management using third party software
  • Exposure to VMware/Vsphere/VCenter exposure
  • Windows 2012 exposure
  • Manage server based standard applications environment.
  • 1st point of contact for meeting room, VC and communications meeting support.
  • Assist in installation / upgrades of core applications.
  • Prepare and maintain system documentation.
  • Assist implementation / support external sites connectivity.
  • Log 100% of calls in helpdesk management system for reporting purposes.
  • Assist in Infrastructure driven projects when required, assisting WW IS&T
  • Assist in ‘out of hours’ work as and when required

Break Fix:


  • Diagnose problems and decide on resolution based on warranty restrictions and coverage
  • Perform repair activity (if needed in co-ordination with 3rd party vendor)
  • Test equipment post repair to ensure functionality/ Assist users with data backup and retrieval
  • Provide appropriate user instructions/ training on hardware and software
  • Manage implementation of approved service requests for addition of devices/ software, changes and moves

MAC Support:

  • Co-ordinate with end user and other internal groups (facilities, others)
  • Configure and deploy – assist end users with getting started
  • De-install software and remove hardware
  • Update asset management and license tracking systems
  • Maintenance of existing Mac base. Hardware upgrades/repair.
  • Assist with vetting Mac hardware/software related purchases.
  • Support of Mac software


Other functions not limited to:


  • Provide Executive Support to senior management
  • Provide support for specialized software / hardware needed by labels
  • Desktop/laptop ad-hoc backup requirements
  • Perform asset management and license compliance
  • Optimize use of computing resources
  • Escalation for out of hours support

Server Operations:


  • Perform weekend reboots when required.

Backup and restore:


  • Schedule and perform back-ups and restores in a timely manner/ ad-hoc backups as requested
  • Perform data restore/ recovery as applicable
  • Maintain recovery procedures

Person Specifications

  • Minimum 5 years desktop support in corporate environment supporting a Windows/Server and Mac environment.
  • Experience in supporting high level Video Conferences and meeting support.
  • Windows Image creation and deployment.
  • CCNA/MCSC or equivalent knowledge.
  • ITIL
  • Computing based degree
  • Knowledge of working in CISCO operating environment/workplace
  • Working knowledge/awareness of Hardware/software listed above
  • Strong communication skills written & verbal
  • Team player
  • Desire to learn
  • Confident in technical knowledge
  • Self motivated
  • Can work autonomously
  • Flexible
  • Reliable


  • music/media industry experience
  • Apple accreditation


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