Senior Helpdesk Support Analyst

Support Analyst, London

Who We Are:

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.

We are 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, escalate 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 escalate.

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).

We’re Here For You:

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
• Bonus scheme
• 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.