Territory Services Analyst

Job Description

Territory Services Analyst (12 Month Fixed Term Contract)

Please note that this role is based in the United Kingdom. In order to enable us to meet statutory and regulatory obligations of the United Kingdom immigration system you must have the appropriate immigration permission needed to work and reside in the United Kingdom
Overview

Sony Pictures Entertainment's London office have an exciting opportunity for a candidate to join their IT support team in the position of: Senior Analyst - UK Territory Services

The Territory Services Analyst is a critical onsite role within the UK IT Operation and is responsible for all day to day IT operations, both in person and remotely, with respect to end-user computing across all UK Lines of Business. The role provides first, second and third level support as required, in alignment and partnership with the UK User Services & EMEA IT Operations Senior Manager.

Reporting to the UK User Services & EMEA IT Operations Senior Manager, this position is responsible for day to day user support, provisioning and maintenance across various platforms including, but not limited to, PC, Mac, Mobile, MS client applications. To provide end user with AV support within SPE offices. The role works in close partnership with SPE's Global Service Desk (GSD) as well as the other technical support groups within EMEA, in order to provide a first-class level of customer service.

The Territory Services Analyst will, at times, be required to provide off-site technical support (e.g., to SPE managed TV Production companies which operate in a temporary remote production location, press junkets and other SPE events). This role will also work as part of a project team as necessary to help implement IT infrastructure projects, under the direction of the UK User Services & EMEA IT Operations Senior Manager and IT Infrastructure project teams.
Out-of-hours working will be required at times, in order to fulfil client support & provisioning activities.

The role is required to work closely and collaboratively with other functions within the Regional IT organization, such as Networks and Helpdesk in terms of day-to-day operations. The role also requires close working and collaboration with the regional IT Business Relationship Management teams to ensure that service delivery is aligned with business application requirements. In addition to this the role will work very closely with the EMEA IT Territory Services team in order to help ensure adherence to standards and controls. As such, this role would be required to build trusting relationships with all IT colleagues and peers.

Core Responsibilities

Responsibilities include (but not limited to):
Operations (90%)
• Ensure the delivery of end user computing services and support as per pre-defined SLA/KPI's, relevant to the UK operation
• Manage and ensure all day-to-day operations are executed and completed within the operation guidelines, policies and processes
• End-user Incident triage and identification of root cause, at both hardware/software level
• Client software patching and automated software distribution
• Client image deployment
• Response to, and remediation of, security related vulnerabilities
• Contribute to a team working towards continuous operational improvement with respect to end-user computing, operations and IT service delivery
• Ensure relevant documentation is developed and maintained
• Participation in IT Change Control and Incident Management processes
• Help maintain the regional client inventory through CMDB processes

Projects (10%)
• Contribute to the development and maintenance of project plans
• Carry out project related activities under the direction of a project manager
• Integration / Touch points:
- UK User Services & EMEA IT Operations Senior Manager
- VIP, Head of EMEA EIS
- EMEA Regional Directors for Business Services
- EMEA IT Business Relationship Management teams
- Regional Territory Services team
- Global Desktop Infrastructure Services (GDIS)
- Global Network Services (GNS) team
- EMEA EIS Technical Services team
- Global Service Desk (GSD)
- EMEA Infrastructure Project Management team

Job Requirements
• Extensive hands-on recent experience of working with the following technologies:
• Microsoft/Apple Client Operating Systems and related Microsoft products
• Desktop security solutions including, but not limited to, Mcafee A/V and HIPS
• Desktop imaging tools & methodologies
• Client Encryption tools & methodologies, including Bitlocker, Credent
• End user computing hardware troubleshooting and break/fix
• TV displays & associated meeting room equipment
• A solid understanding of automated software package creation and distribution
• A solid understanding of Active Directory
• A solid understanding of Apple OS X
• A solid understanding of iOS and Android mobile platforms
• Conversant with ITIL processes, such as Incident and Change Management
• Excellent communication and inter-personal skills
• Ability to build excellent working relationships
• Strong organizational and planning skills including the setting of priorities
• Excellent problem management and problem solving skills
• Ability to understand customer needs and expectations, provide excellent customer service
• Ability to make effective tactical decisions under pressure
• Excellent technical problem solving abilities
• Experience of Global, multicultural, and cross-organizational environments

Sony Pictures Entertainment is committed to equality of opportunity in all its employment practices, policies and procedures. No worker or potential worker will therefore receive less favourable treatment due to their race, age, sexual orientation, colour, nationality, ethnic origin, disability, religion or belief, gender, marital status, pregnancy or maternity leave status, or Trade Union membership (if applicable).

* Sony Pictures - GBR - London

Jobcode: Reference SBJ-rnmqbo-3-139-107-241-42 in your application.