Service Desk Analyst - Tier 2

Job Description

Who we are

Creative Artists Agency (CAA) is the world's leading full service entertainment, media, and sports agency. We represent many of the most successful professionals working in television, film, music, theatre, video games, sports, and digital content. We also provide a range of strategic and marketing consulting services to corporate clients.

The Role

CAA is seeking a Service Desk Analyst – Tier 2 to join our Service Desk team.

The Service Desk team enables CAA's diverse, global, and high energy entertainment industry culture of agents, executives, assistants, and business partners by providing superior technical support ''end-to-end'' from the customer's first day at CAA to their last.

We seek a creative, energetic individual with technical skills and experience, who communicates well, and loves being customer focused. We are looking for engineers who bring fresh ideas from all areas and backgrounds, but above all a Service Desk engineer should enjoy working patiently and positively with people of varying technical capabilities.

We will expect you to provide technical support to our customers through all touchpoints, whether we are contacted by phone, via chat, or email – including walk-ins and chance encounters in the hallway.

As a Service Desk Analyst – Tier 2, we will entrust you to bring your experienced, professional presence to working in person -- ''deskside'' -- with our agents and executives, and their staff, to provide support and resolve issues.

You'll troubleshoot and resolve issues with our standard laptops and desktops, as well as mobile devices such as smartphones and tablets. You'll need to know the software running on those devices as well. Some of that software is commercial, such as the Microsoft 365 suite, and some of it is custom-built for CAA.

Service Desk Analyst – Tier 2's typically look beyond simply resolving support issues, going further to discover patterns and ultimately suggest approaches or process changes to the Tech team that will improve the experience for our customers. In addition, we'll ask you to provide training to our customers to enable them to get the most out of their software.

You will work directly with our product management and product development teams, providing feedback and insight into how our customers use software to do their work, and ensuring that supportability and insight into customer needs are baked into our product plans. We need your insight and ideas into how to improve the entire experience of working at CAA.

You will assist your customers in helping them protect CAA's data, and you'll educate your customers and peers on security awareness.

You will set an example for your peers in your ability to self-prioritize your work, and in your operational excellence: you will document all incidents thoroughly in our ticketing system, escalate where appropriate, follow up with customers, and resolve incidents in a timely manner.

You will work on various projects and deployments from beginning to end, helping to define project scope, timeline, resource allocation, and tracking execution.

Requirements
• You have a minimum of three years of experience providing technical support, both remotely and in-person, in a professional office environment.
• You have considerable experience supporting and troubleshooting Apple and Windows computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).
• You should have experience working with enterprise information technology tools such as Microsoft Endpoint Manager (SCCM), JAMF, ServiceNow, and Bomgar. You should have experience with Active Directory and be adept at basic user and security group administration.
• You have experience supporting and troubleshooting the Adobe Creative Cloud suite, as well as voice-over-IP phone systems.
• As someone entrusted with sensitive company information, you know how provide a high level of discretion and consistently work to protect CAA's systems and data through your security awareness.
• You are passionate about ''operational excellence,'' always ensuring that your touchpoints with your customers are documented, tracked, and properly resolved.
• You have a great ability to learn, and you are eager to expand your areas of expertise.

Where you'll be

This position requires in-person contact with our agents, executives, and staff so we expect that close to 100% of your work will take place in a CAA office or in support of off-site CAA events.''

Jobcode: Reference SBJ-gwnpyk-18-191-195-110-42 in your application.