Support Analyst

United Talent Agency, LLC; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

UTA seeks a Support Analyst to join our London office. The successful candidate will support on-site AV systems (Zoom Rooms, conference room setup) and handle end-user requests via phone and email, using remote tools where possible.

Ideal applicants have 2+ years in IT, strong communication, and a proactive approach to learning. You will collaborate with our engineering team and provide timely solutions to customers and colleagues.

Qualifications

• 2+ years of IT experience, preferably in a technical field (industry certifications a plus).
• Must be knowledgeable, inquisitive, assertive and energetic.
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs.
• Must be organized, dependable and detail-oriented; able to meet deadlines and SLAs in a fast-paced, agile environment.
• Must have excellent verbal and written communication skills.
• Familiarity with working from a ticketing system as part of a larger team.
• Understanding of how to deliver quality service while adhering to SLAs.
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365.

Responsibilities

• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Support users with technical issues primarily over the phone using remote support technologies.
• If remote resolution fails, dispatch team members for on-site assistance.
• Document end user information and issue details.
• Record, track, and document the help desk process through final resolution.
• Test fixes to ensure problem is resolved.
• Perform post-resolution follow-ups to help requests.

Skills

IT support

Customer service

Remote support

Strong communication

Ticketing system

Microsoft environment

Windows 11

MacOS

Office 365

Active Directory

Networking basics

Video conferencing

Android/iOS

Problem solving

Tools

Slack

Box

Teams

Zoom

Microsoft Office

Job description

UTA seeks a Support Analyst to join our growing team in our London office. Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users both in person and through remote technologies. Strong organizational and communication skills are required.

What You Will Do

• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Support users with technical issues primarily over the phone using remote support technologies
• In the event that a user’s problem is unable to be resolved remotely, you'll dispatch team members for on-site assistance
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Test fixes to ensure the problem has been resolved
• Perform post-resolution follow-ups to help requests

What You Will Need

• 2+ years of IT experience, preferably in a technical field (industry certifications a plus)
• Must be knowledgeable, inquisitive, assertive and energetic
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
• Must be organized, dependable and detail-oriented
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment
• Must have excellent verbal and written communication skills
• Familiarity with working from a ticketing system as part of a larger team
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs)
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365
• Proven troubleshooting methodology and a desire to solve challenges
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing (Teams & Zoom)
• Basic understanding of networking principles (IP addressing, subnets, routing, switching)
• Working knowledge of antivirus, backups, and virtualization
• Basic printer and telephone troubleshooting
• Exceptional problem-solving skills
• A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers

What You Will Get

• The unique and exciting opportunity to work at one of a leading global entertainment companies
• Access to the tools, leadership, and resources you will need to create and drive a center of excellence
• The opportunity to do the best work of your career
• Work in an inclusive and diverse company culture
• Competitive programs to support your well-being
• Experience working in a collaborative environment with room to grow

About UTA

UTA is a premier global talent agency built for the future of media and entertainment. The agency's diversified platform and best-in-class, client-first approach is innovative, collaborative, and positioned to lead in an evolving market. UTA represents the most celebrated artists, creatives, and brands, from icons and legends to next-generation talent. Its integrated capabilities span film and television, music, comedy, creators, sports, brands, news, publishing, speakers, theater, and more. It is based in Los Angeles with offices in the U.S., London, and Munich.

For more information: https://www.unitedtalent.com/about/

UTA and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers.

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