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.

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.