Support Analyst – 1st/2nd Line IT Service Desk

About the role

The Tech Service Desk Analyst is the first point of contact for 1st and 2nd line technology support across THE·TEAM’s global network. You will diagnose, resolve, and appropriately escalate incidents and service requests for hardware, software, collaboration tools, identity and access, networking, and SaaS applications, delivering a professional, customer‑focused experience for both on‑site and remote users.

Key responsibilities

• Provide responsive 1st and 2nd line support for desktop, mobile, SaaS and office technology incidents and service requests.
• Own initial triage, troubleshooting and resolution of hardware, software, networking and access issues; escalate to Tier 3 or specialist teams when needed.
• Log, categorise and update tickets in FreshService, ensuring compliance with SLAs.
• Support user onboarding, off‑boarding and moves, including device preparation, account provisioning and desk setup.
• Administer Mac and Windows Surface devices – builds, configuration, patching, troubleshooting and replacement coordination.
• Assist with identity and access management using Okta and Microsoft 365 (password resets, MFA, account troubleshooting).
• Support collaboration platforms such as Zoom, Slack, Microsoft 365, Google Workspace, Box and SharePoint.
• Provide mobile device and telecom support, managing handset allocation, setup, troubleshooting and lifecycle across EE and Vodafone.
• Maintain accurate asset records in Oomnitza and manage mobile device management and endpoint compliance via Intune and other MDM tools.
• Help troubleshoot networking and workplace technology, including Meraki‑managed environments, printers, meeting‑room tech and Verkada security systems.
• Coordinate with third‑party vendors for repairs, replacements, licensing and operational support.

Required profile

• Customer‑oriented mindset with strong communication skills.
• Ability to work independently and as part of a global support team.
• Attention to detail and commitment to maintaining accurate documentation.
• Willingness to contribute to service‑improvement initiatives and operational projects.

Required skills

• FreshService ticketing system
• Okta identity management
• Microsoft 365 suite
• Zoom, Slack, Google Workspace, Box, SharePoint
• MacOS and Windows Surface device administration
• Intune and mobile device management (MDM) tools
• Oomnitza asset management
• Meraki networking equipment
• Verkada physical security systems
• EE and Vodafone telecom platforms

What we offer

• Opportunity to work within a global sports, music and entertainment organization.
• Exposure to a wide range of technologies and collaborative platforms.
• Dynamic, multicultural team environment.