What are the responsibilities and job description for the Help Desk Manager position at Sony Corporation?
At Sony Music Publishing ("SMP") , we believe every voice matters. We are the #1 global music publisher, advancing the artistry of the world's greatest songwriters and composers for over 25 years. We keep songwriters at the forefront of everything we do, and design our suite of services to amplify opportunities, build connections, and defend their rights. Our roster benefits from an international team committed to providing support at every career stage. From classic catalogues to contemporary hitmakers, history is always being written. We are a part of the Sony family of global companies. Learn more about SMP at https : / / www.sonymusicpub.com / en.
Why join Sony Music Group?
Here at Sony Music Group, we are shaping what's next in a way that creates impact. Forging powerful new ideas at the heart of music, technology, and culture that entertain and move people.
This is your opportunity. Part of a global community, united by individual passion, rising to that challenge every day. Adapting at pace and supporting one another, inspired to influence the future. For the benefit of you, our people; our creators, our business, and wider society too.
Be a part of an organization that is creator first. Committed to fueling excellence and always imagining more, while fostering a supportive culture, one where we elevate each other and act responsibly.
Responsibilities :
- Filters Help Desk calls / tickets and provides basic support and troubleshooting, such as password resets, printer, Hardware configurations etc.
- Manage inbound requests through Jira Service Desk channels and will monitor / sort individual tickets while resolving any technical issues.
- Create support logs, categorize, prioritize, track, and route incidents reported by users or alarms raised by monitoring tools.
- Coordinate Support team general tasks and work closely with other IT Leads on project initiatives.
- Manage and track user reports, status, and SLAs (Service Level Agreement)
- Will provide support and track tickets until successfully resolved.
- Will implement documented break-fix tasks according to specific guidelines.
- Collaborate with the Director of Infrastructure on recommendations to improve operational efficiency.
- Ensure staffing plans are in place to provide quality 24-hour support to the SMP Global community.
Who You Are :
Required Skills / Competencies :
What We Give You :
Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
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