Support Analyst

Job description

THE·TEAM operates at the epicenter of sports, music and entertainment, serving talent, brands and properties globally. The Tech Service Desk Analyst supports over 4,000 colleagues across multiple locations and serves as the first point of contact for 1st and 2nd line technology support. The role diagnoses, resolves and escalates incidents and service requests across hardware, software, collaboration platforms, identity and access, networking, workplace technology and SaaS applications. The candidate delivers a professional, customer‑focused support experience for both on‑site and remote users, contributing to service improvement, asset lifecycle management and operational projects.

Requirements

• Experience supporting a fast‑paced, multi‑platform environment
• 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

Skills