Helpdesk Support Analyst

Convene Hospitality Group; Greater London; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Private medical insurance

Subsidised eye care

Subsidised fitness membership

Employee Assistance Program

25 days annual leave

Rail season ticket loan

Cycle to Work scheme

Job summary

Convene Hospitality Group in London is seeking a proactive Support Analyst to join our Corporate Technology team. You will be the first point of contact for employees, resolving issues from laptops to business system access and ensuring smooth daily operations.

Working alongside IT, Network, Software, and Infrastructure engineers, you will triage, escalate when needed, and contribute to automation and knowledge base content to empower colleagues.

Qualifications

• 3+ years in a technical support, help desk, or IT operations role.
• Strong hands-on troubleshooting across macOS and Windows.
• Knowledge of IdP (Okta), Microsoft 365, Google Workspace, and Active Directory.
• Experience supporting Salesforce and user administration.
• Experience with Jira Service Management and Confluence.
• Clear, patient written and verbal communication with non-technical colleagues at every level.

Responsibilities

• Troubleshoot and resolve issues across macOS and Windows endpoints, Google Workspace, Salesforce, Okta, Active Directory, and other Convene systems.
• Provide first-line (L1) support for business applications and access management.
• Triage and manage tickets in the service desk, keeping requesters informed.
• Coordinate escalations to L2/L3 support and engineers, tracking resolutions.
• Meet KPIs for response time, resolution time, and customer satisfaction.
• Onboard new starters and offboard leavers, including account provisioning and device builds.
• Handle sensitive identity changes across ADP, Okta, and downstream systems.
• Follow protocols for urgent deactivations and security incidents.
• Maintain device compliance and patching through MDM.
• Support badge and physical access platforms with Security and Workplace teams.
• Contribute to root-cause analysis and automation of repetitive tasks.
• Write and maintain Confluence knowledge base articles and runbooks.
• Explore new tools and approaches and propose improvements.

Skills

macOS troubleshooting

Windows troubleshooting

Okta Identity

Microsoft 365

Google Workspace

Active Directory

Salesforce admin

Jira Service Management

Confluence

Communication skills

Escalation decisions

Tools

Jira Service Management

Confluence

Job description

Convene Hospitality Group (CHG) operates a global portfolio of lifestyle brands focused on creating places and experiences that bring people together. The company designs, develops, and operates hospitality-driven destinations to host gatherings of all kinds, ranging from small corporate meetings to immersive brand activations and beyond. We love bringing people together in person, and that passion for great experiences extends to our employees as well. If you're interested in creating inspiring moments of connection, consider joining our team.

Weis looking for a Support Analyst to join our Corporate Technology team in London. You will support a range of systems across the breadth of our ecosystem. You will be the first point of contact for our employees when technology gets in the way of their work, covering everything from laptops and login issues to first-line support for the business systems our teams rely on every day.

This is a hands-on, people-facing role. Our hospitality and workplace experience is award winning, and the technology behind it has to be just as dependable. You will resolve the majority of issues yourself, elevate cleanly and quickly when you cannot, and help us spot the patterns worth solutioning.

You will work alongside IT, Network, Software, and Infrastructure engineers, and you will have real visibility into how a global technology organisation is run.

This role is based out of our beautiful and brand new London office at 200 Aldersgate St (5 days a week on site).

Please note: candidates must currently reside in the UK and be able to work in the UK without sponsorship.

What You’ll Do:

• Troubleshoot and resolve issues across macOS and Windows endpoints, Google Workspace, Salesforce, Okta, Active Directory, and other Convene business systems.
• Provide first-line (L1) support for business applications: access and permissions questions, basic configuration, data corrections, and triage of functional issues before they reach system owners.
• Triage, prioritise, and manage tickets in our service desk, keeping requesters informed at every stage.
• Coordinate escalations to L2 and L3 support, engineering, vendors, and other functions across the business, tracking dependencies through to resolution rather than handing them off.
• Meet individual and team KPIs for response time, resolution time, and customer satisfaction.
• Execute technical onboarding for new starters and offboarding for leavers, including account provisioning, device build and assignment, and access reviews.
• Handle sensitive identity changes with care and accuracy, for example legal name changes across ADP, Okta, and downstream systems.
• Follow defined protocols for urgent deactivations and security incidents to protect company and client data.
• Maintain device compliance, patching, and configuration through our MDM platform.
• Support badge and physical access platforms alongside our Security and Workplace teams.
• Contribute to root cause analysis for recurring and high-impact incidents, and capture the detail the team needs to automate repetitive work.
• Write and maintain knowledge base articles and runbooks in Confluence so employees can self-serve and colleagues can pick up where you left off.
• Explore new tools and approaches, and tell us when you have found something better.

What We Look For:

• 3+ years in a technical support, help desk, or IT operations role.
• Strong hands-on troubleshooting across macOS and Windows.
• Working knowledge of Okta (or a comparable IdP), Microsoft 365, Google Workspace, and Active Directory.
• Experience supporting SaaS business applications such as Salesforce, including user administration and access management.
• Experience with a ticketing platform (Jira Service Management or similar) and a documentation tool such as Confluence.
• Clear, patient written and verbal communication with non-technical colleagues at every level, including senior stakeholders and clients.
• Sound judgement about when to solve, when to ask, and when to elevate.

What's nice to have:

• Endpoint protection platforms (Sophos Central or equivalent) and MDM/UEM tooling (Omnissa Workspace ONE, Intune, Jamf).
• Basic scripting or automation (PowerShell, Bash, Python) or experience with no-code automation in Jira or Okta Workflows.
• Experience in hospitality, events, professional services, or another environment where the client is in the room.
• Relevant certifications (CompTIA A+, ITIL Foundation, Okta Certified Professional, Microsoft 365 Fundamentals).

Health and Wellness

• Private medical insurance
• Subsidised eye care
• Subsidised fitness membership
• Employee Assistance Program: well-being support and personal advice programme

Time Off and Work-Life Balance

• 25 days annual leave plus bank holidays, and company sick pay
• Financial Support and Benefits
• Interest-free loan for rail season tickets & further education
• Subsidised bicycle purchase through Cycle to Work scheme

Professional Development and Recognition

• Continuous professional and personal development support
• Employee recognition and reward programs to mark achievements and milestones

Community and Impact

• Opportunities to volunteer, donate, and participate in community give-back initiatives
• The opportunity to have a significant impact on your team and the business in the work that you do

Convene is an Equal Employment Opportunity Employer and we believe that diverse teams are the best teams. We live our values of GRIT (Genuine, Relentless, Integrity & Teamwork) and strive to create an inclusive and equitable workplace where everyone can be their true selves, where we all show up for each other.