About the Role
THE·TEAM operates within the sports, music, and entertainment industries, providing services to talent, brands, and properties globally. Headquartered in Los Angeles, the company has a presence in 28 countries and over 70 cities worldwide. Supporting more than 4,000 colleagues across various agencies and office locations, the Tech Service Desk Analyst serves as a primary point of contact for first and second-line technology support. This role is essential for diagnosing, resolving, and escalating technology-related incidents and service requests, ensuring a professional and user-focused support experience for both in-person and remote users.
Key Responsibilities
- Provide first and second-line support for incidents and service requests across desktop, mobile, SaaS, and office technology environments.
- Conduct initial triage, troubleshooting, and resolution of hardware, software, networking, and access-related issues, escalating to Tier 3 or specialist teams as needed.
- Deliver support through walk-up, desk-side, remote, and event-based channels.
- Log, categorize, and maintain accurate ticket updates, service notes, and resolution details within FreshService, adhering 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 on Mac and Windows Surface platforms, including builds, configuration, patching, troubleshooting, and coordinating replacements.
- 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 such as Zoom, Slack, Microsoft 365, Google Workspace services, Box, and SharePoint.
- Provide mobile device and telecom support, including handset allocation, setup, troubleshooting, and lifecycle administration for 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 like Verkada.
- Coordinate with third-party vendors and service providers for repairs, replacements, licensing, and operational support.
- Contribute to office moves, technology rollouts, platform improvements, documentation updates, and broader TECH support projects.
- Provide support for on-site and remote events, ensuring reliable technology setup, live issue resolution, and a positive end-user experience.
Qualifications and Requirements
- Experience supporting a fast-paced, multi-platform environment is highly desirable, particularly within a service desk or end-user support function.
- Strong troubleshooting capabilities across operating systems, end-user devices, business applications, connectivity, and user access issues.
- Experience supporting mixed-platform environments, including Mac and Windows devices, mobile endpoints, and cloud-based SaaS applications.
- Good understanding of service desk principles, including ticket ownership, prioritization, 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 in supporting executive and non-technical users in a clear, calm, and professional manner.
Required Skills
- First and second-line technology support
- Proficiency with hardware, software, collaboration platforms, identity and access management, networking, workplace technology, and SaaS applications
- Administration of Mac and Windows Surface devices
- Experience with identity and access management tools including Okta and Microsoft 365
- Familiarity with collaboration and productivity platforms such as Zoom, Slack, Google Workspace, Box, and SharePoint
- Mobile device and telecom support for EE and Vodafone services
- Asset management using Oomnitza
- Mobile device management and endpoint compliance tooling including IRU and Intune
- Networking troubleshooting with Meraki
- Familiarity with physical security systems like Verkada
- General troubleshooting skills
- Effective communication skills
- Customer-focused support delivery
Work Environment and Location
This is a full-time position. The role is based in Riyadh, Saudi Arabia, with the company operating across multiple international locations.
