Support Analyst

UTA seeks a Support Analyst to join our growing team in London. The ideal candidate is eager to learn, expand their technical skill set, and collaborate closely with both our corporate and technical staff. This role requires a passion for providing exceptional support to systems and users, whether in person or through remote tools. Strong organizational abilities and clear, effective communication are essential for success.

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 the user 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 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 10, 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.
• Basic understanding of networking principals (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 the leading global entertainment companies.
• Access to the tools, leadership, and resources you'll need to create and drive a center of excellence.
• The opportunity to do the best work of your career.
• Competitive benefits and programs to support your well-being.

About UTA

UTA unites ideas, opportunities and talent. The company represents some of the world's most iconic, barrier-breaking artists, creators and changemakers—from actors, athletes and musicians to writers, gamers and digital influencers. One of the most influential companies in global entertainment, UTA's business spans talent representation, content production, as well as strategic advisory and marketing work with some of the world's biggest brands. UTA is headquartered in Los Angeles with offices in Atlanta, Chicago, Nashville, New York and London.