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PlayStation

IT Support Administrator

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PlayStation
🇬🇧 London

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, PlayStation™Now, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Role:  IT Support Administrator

Role overview:

The IT Support Administrator will be based within the Global SIE IT Service & Support team reporting into the IT Support Manager. The purpose of the role is to provide customer focused 2nd line support services to the SIEE business community and to ensure those support services are delivered effectively and efficiently, within a culture of continual service improvement.

  • Request fulfilment
  • Troubleshooting productivity impacting incidents
  • Queue management ticket progression
  • Hardware provisioning / end user hardware
  • Resolution within SLA
  • Walk-Up Desk(Customer Walk-up experience)
  • (JML) Joiners, movers and leavers setup
  • New user IT inductions
  • Departmental moves
  • Leaver deprovisioning

Core team objectives include:

  • delivery of 2nd line IT support services to the internal SIEE business, aligned to ITIL best practice standards contributing to the overall growth of the wider SIEE business community
  • coordination of support resources, promoting knowledge share and upskilling, to achieve a trusted and respected centre of excellence
  • collaboration with other IT functions to ensure new systems, services and activities move seamlessly from project to the support environment
  • maintained focus on continual service improvement

Together with other members of Service & Support the role will share responsibility for

  • maintenance of knowledge repositories
  • asset management responsibilities
  • meeting room audio and video conferencing support

What you’ll be doing:

  • Provide support to the SIEE user community, proactively resolving issues through available tools and resources
  • Work closely with the IT Support Manager to ensure end users enjoy a seamless experience when engaging with the Service & Support function
  • Own and progress call queues and support tasks, ensuring timely updates and resolution within SLA
  • Adhere to escalation procedures for customer feedback and Incidents, with a continual focus on resolution and service
  • Create, maintainand review knowledge articles shared with the wider SIE IT teams
  • Maintain security awareness in line with Global Information Security Policy / Global Infrastructure Shared Services
  • Develop and maintain procedures and knowledge articles to ensure technical support processes are efficient and effective
  • Ensure continual development and improvement of technical support processes
  • Deliver effective on-going support for all systems in use by SIEE, ensuring that the service provided is the highest possible given available resource
  • Work with customers and internal teams to resolve incidents, problemsand issues
  • Promote teamwork and knowledge sharing

Desirable Technical Skillset

  • Proven 2nd line support experience within an enterprise environment
  • Good working knowledge of Microsoft Windows 10 Enterprise & Mac OS X
  • Active Directory / Dell Active Roles Server
  • Microsoft Office 2016 Professional and O365
  • Microsoft Outlook & Exchange
  • Ivanti EPM
  • VMWare and virtual desktop environments
  • Basic wireless and networking skills
  • iOS / Android mobile device configuration/troubleshooting
  • Troubleshooting printers and other multi-functional devices (MFDs)
  • ITIL qualified

Experience

  • Experience using industry standard ITSM toolsets
  • Outstanding level of customer service and support
  • Sound appreciation of the needs of the business user base
  • Proven commitment to troubleshooting, diagnostics and root cause analysis
  • Technical awareness over a wide range of hardware and software related issues
  • Ability to demonstrate sound understanding of service management principles
  • Commitment to the promotion of cooperation and communication within support teams
  • Excellent customer facing verbal and written communication
  • Good negotiating and interpersonal skills

Benefits:

  • Discretionary bonus opportunity
  • Private Medical Insurance
  • Dental Scheme
  • London Allowance (if applicable)
  • 25 days holiday per year
  • On Site Gym
  • Subsidised Café
  • Free soft drinks
  • On site bar
  • Access to cycle garage and showers

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.