Regional Office Support Analyst

Overview

In this role you will provide global service desk and infrastructure support from our London office, coordinating with engineering teams to resolve incidents and manage IT services. You’ll handle user accounts, device support, and office-buildout deployments while aligning with CAAtech service catalog and regional needs. You will work closely with agents, executives, and tech staff to enable smooth operations and security. This is a hands-on role with visibility across regions and ongoing process improvements. You help shape a reliable, collaborative technology culture at CAA.

Responsibilities

• Provide Service Desk support for EU and APAC regions, with potential travel to offices as needed
• Support incident management across infrastructure and cybersecurity
• Coordinate activities with engineering teams as the primary point of contact
• Administer Active Directory user accounts and machine objects
• Manage Workday user accounts for the London office
• Support Windows 10/11 and macOS environments
• Support iOS and Android devices
• Configure Cisco handsets/softphones via Call Manager and provide media equipment support
• Deliver onsite training for applications used in the London office
• Deploy software via SCCM or JAMF in collaboration with the desktop admin team
• Oversee acquisition/integration processes and new office buildout installations
• Develop in-depth knowledge of CAAtech service catalog and business divisional areas

Key requirements

• Microsoft Exchange, unified communications support
• Experience supporting Apple and Lenovo notebooks/desktops
• Strong troubleshooting with Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Experience with HP printers/copiers including installations and repairs coordination
• Familiarity with ITIL or MOF processes
• Excellent analytical and problem-solving skills
• Strong verbal and written communications
• Ability to prioritize, coordinate, and meet deadlines
• Ability to work independently and in teams

• Analytical mindset
• Strong communication skills
• Team collaboration
• Microsoft Exchange and unified communications
• Apple and Lenovo hardware support
• Microsoft Office suite proficiency

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