Support Analyst
United Talent Agency · London
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.