Regional Office Support Analyst

Global Sports Jobs Limited; Greater London; On-site; GBP 42,000 - 55,000; Full time

Job summary

Creative Artists Agency (CAA) in London is seeking an IT Helpdesk professional to provide direct support to agents, executives and tech staff. The role requires strong communication and a technical background, with problem solving and process development responsibilities.

You will handle Active Directory, Workday, Windows and MacOS, mobile devices, Cisco handsets, and software deployment, while coordinating with engineering and security teams.

Qualifications

• Proven service desk support and incident management experience.

Responsibilities

• Provide Service Desk support to EU and APAC regions, with travel as needed.
• Support incident management across infrastructure and cybersecurity.
• Coordinate with engineering teams as the primary contact.
• Administer Active Directory user accounts and machine objects.
• Administer Workday accounts for the London office.
• Support Windows 10/11 and MacOS; support iOS and Android devices.
• Configure Cisco handsets and softphones; provide media equipment support.
• Support onsite training for applications used by the London office.
• Deploy software via SCCM or JAMF to all devices with desktop teams.
• Manage acquisition and integration processes and new office buildouts.
• Know the service catalog and assigned business divisions.

Skills

Microsoft Exchange & unified comms

Apple & Lenovo support

Microsoft Office

HP printers & copiers

ITIL or MOF

Analytical skills

Verbal & written communications

Time management & prioritisation

Teamwork & independent work

Tools

Jamf

SCCM

Cisco UC & Call Manager

Cisco Unity

Active Directory & Azure AD

Workday administration

Job description

About the Role

The Tech department at CAA is an ever-changing, exciting environment that prides itself on being at the forefront of technology in every aspect. This London-based role involves providing direct support to CAA Agents and Executives as well as other Tech staff, with strong communication skills and a technical background. The candidate must be an analytical thinker, as the position involves problem resolution and process/policy development. The role also includes performing information systems administrative procedures and maintaining documentation that covers multiple areas, including infrastructure core services, applications training, solution advisement, acquisition integration, project management and delivery, and security assistance.

Key Responsibilities

• Provide Service Desk support to all EU and APAC regions, with possible travel to any CAA offices dependent on project work needs.
• Provide support to incident management response across infrastructure and cybersecurity.
• Function as the primary point of contact and coordinate activities with the engineering teams to provide support.
• Perform Active Directory user account administration and machine object management.
• Perform Workday user account administration for the London office.
• Support Windows 10 + 11 and MacOS operating systems.
• Support iOS and Android devices.
• Configure and deploy Cisco handsets and softphones via call manager and provide media equipment support.
• Support onsite training for applications in use by the London office.
• Deploy software packages via SCCM or JAMF to all devices in conjunction with the desktop admin team.
• Manage acquisition and integration processes and new office buildout installations.
• Acquire an in-depth knowledge of CAAtech’s service catalog and assigned business divisions areas.

Required Experience & Qualifications

• Microsoft Exchange, unified communications support and service.
• Experience in supporting and troubleshooting Apple and Lenovo notebooks and desktops.
• Excellent knowledge and troubleshooting experience with Microsoft Office (Outlook, Word, Excel & PowerPoint).
• Experience in supporting HP colour printers and copiers, including installation, configuration, diagnosing failures and contacting HP support for repairs.
• Experience with ITIL or Microsoft Operations Framework (MOF) processes.
• Excellent analytical and problem-solving skills.
• Exceptional verbal and written communications skills.
• Ability to prioritise, coordinate and complete tasks to set deadlines.
• Ability to work effectively both independently and in team environments.

Preferred Skills

• Some previous experience working in an agency or entertainment company environment specifically with agents and clients.
• Experience in supporting IP based phone systems (Cisco) and using the Cisco Unified CM and Cisco Unity Connection Administration servers.
• Experience in supporting audio and video conferences using collaboration services; Cisco Call Manager, Unity, Jabber & Teams.
• A working knowledge of Microsoft Intune to deploy, monitor and support the Windows environment.
• A working knowledge of Microsoft Active Directory, Azure Active Directory, Microsoft Exchange, Office 365 for creating and editing user accounts.
• Knowledge and experience with JAMF for Mac administration, imaging, deployment.

About the Company

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Founded in 1975, CAA is headquartered in Los Angeles and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.