Support Analyst

THE·TEAM operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, THE·TEAM's presence spans 28 countries and more than 70 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit THE.TEAM.

Supporting more than 4,000 colleagues globally across multiple agencies and office locations, the Tech Service Desk Analyst acts as a key first point of contact for 1st and 2nd line technology support. This role is responsible for diagnosing, resolving and escalating incidents and service requests across hardware, software, collaboration platforms, identity and access, networking, workplace technology and SaaS applications. The successful candidate will deliver a professional, customer-focused support experience for both in-person and remote users, while contributing to service improvement, asset lifecycle management and operational projects.

Key Responsibilities

• Provide responsive 1st and 2nd line support for incidents and service requests across desktop, mobile, SaaS and office technology environments.
• Own initial triage, troubleshooting and resolution of hardware, software, networking and access-related issues, escalating to Tier 3 or specialist teams where appropriate.
• Deliver high-quality support through multiple channels, including walk-up, desk-side, remote and event-based support.
• Log, categorise and maintain accurate ticket updates, service notes and resolution detail within FreshService, ensuring adherence to service processes and SLAs.
• Support user onboarding, offboarding and moves, including device preparation, account access, permissions, software provisioning and desk setup.
• Administer end-user devices across Mac and Windows Surface estates, including builds, configuration, patching, troubleshooting and replacement coordination.
• Assist with identity and access management processes using Okta and Microsoft 365, including password resets, MFA support, account troubleshooting and application access.
• Support collaboration and productivity platforms, including Zoom, Slack, Microsoft 365, Google Workspace-related services, Box and SharePoint.
• Provide mobile device and telecom support, including handset allocation, setup, troubleshooting and lifecycle administration across EE and Vodafone services.
• Maintain accurate asset records and ownership data in Oomnitza, including tagging, assignment, repair tracking, stock control and lifecycle reporting.
• Support mobile device management and endpoint compliance activities using IRU, Intune and other MDM tooling.
• Assist with networking and workplace technology troubleshooting, including Meraki-managed environments, printers, meeting room technology and physical security systems such as Verkada.
• Coordinate with third-party vendors and service providers for repairs, replacements, licensing and operational support activities.
• Contribute to office moves, technology rollouts, platform improvements, documentation updates and wider TECH support projects.
• Provide support for on-site and remote events, ensuring reliable technology setup, live issue resolution and strong end-user experience.

Skills and Experience

• Experience supporting a fast-paced, multi-platform environment is highly desirable, ideally within a service desk or end-user support function.
• Strong troubleshooting capability across operating systems, end-user devices, business applications, connectivity and user access issues.
• Experience supporting mixed-platform environments, particularly Mac and Windows devices, mobile endpoints and cloud-based SaaS applications.
• Good understanding of service desk disciplines, including ticket ownership, prioritisation, escalation, documentation and customer communication.
• Working knowledge of endpoint management, software deployment, patching and device compliance practices.
• Awareness of networking fundamentals and ability to perform first-line diagnosis of wired, wireless, VPN and office connectivity issues.
• Confidence supporting executive and non-technical users in a clear, calm and professional manner.

THE·TEAM does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.