London IT Support Analyst — First-Line & Onboarding

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 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.