London IT Helpdesk Specialist — Onboarding & Support

Convene; Greater London; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Private medical insurance

Subsidised eye care

Subsidised fitness membership

Employee Assistance Program

Job summary

Convene London is seeking a Support Analyst to join our Corporate Technology team. You will be the first contact for employees, resolving issues from laptops to business systems and supporting onboarding for new starters.

You will work five days a week on site at our Aldersgate Street office. The role requires UK residence and the ability to work without sponsorship, with opportunities to improve processes and contribute to security and efficiency across the global technology footprint.

Qualifications

• 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.

Responsibilities

• 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.

Skills

macOS

Windows

Okta

Microsoft 365

Google Workspace

Salesforce

Active Directory

Communication

Escalation

Tools

Jira Service Management

Confluence

Okta

Salesforce

Microsoft 365

Google Workspace

Active Directory

Job description

Convene London is seeking a Support Analyst to join our Corporate Technology team. You will be the first contact for employees, resolving issues from laptops to business systems and supporting onboarding for new starters.

You will work five days a week on site at our Aldersgate Street office. The role requires UK residence and the ability to work without sponsorship, with opportunities to improve processes and contribute to security and efficiency across the global technology footprint.