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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeRemote
LocationLocationRiyadh

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.

Requirements

  • No experience required

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