Regional Service Desk Analyst - IT

Job Description

THE AGENCY

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. Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and

amplifies opportunities for the people and organisations that shape culture and inspire the world. The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations.

Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponso ship opportunities. 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.

OVERVIEW

The Tech department at CAA is an ever-changing, exciting environment to be a part of and we pride ourselves on being at the forefront of technology in every aspect. We are looking for an individual with strong communication skills and a technical background to join our London-based team. The candidate must be an analytical thinker as this position will involve problem resolution and process/policy development. This person will be directly interfacing with CAA Agents and Executives as well as other Tech staff. They will also perform information systems administrative procedures and maintain documentation that covers multiple areas.

This will include, but not be limited to infrastructure core services, applications training, solution advisement, acquisition integration, project management and delivery, and security assistance.

Responsibilities:

• Provide Service Desk support to all EU and APAC regions. There may be requirements to travel to any of our 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.

• Active Directory user account administration and machine object management.

• Workday user account administration for the London office.

• Support Windows 10 + 11 and MacOS operating systems.

• Support iOS, 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 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.

QUALIFICATIONS/REQUIREMENTS

Required Capabilities:

• 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.

Desired Capabilities:

• 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.

• Has a working knowledge of the Microsoft Intune to deploy, monitor and support the Windows environment.

• Has 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.

Please ensure you provide complete and legible information in your application. An incomplete application may affect your consideration for employment.

Creative Artists Agency (“CAA”) is committed to promoting equal opportunities in employment and creating a workplace culture in which diversity and inclusion is valued and everyone is treated with dignity and respect. As part of our zero-tolerance approach to discrimination in any form, you and any job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation, or any other legally recognised protected basis under UK law.

Please inform CAA’s Recruitment Department if you need any assistance completing any forms or to otherwise participate in the application process.

CAA does not accept unsolicited resumes from third-party recruiters unless they were contractually engaged by CAA to provide candidates for a specified opening. Any such employment agency, person or entity that submits an unsolicited resume does so with the acknowledgement and agreement that CAA will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.