At a Glance
- Tasks: Provide hands-on tech support and troubleshoot issues for our team.
- Company: Join Convene Hospitality Group, a leader in creating inspiring experiences.
- Benefits: Enjoy competitive pay, health perks, and opportunities for professional growth.
- Other info: Work in a stunning London office with great career advancement potential.
- Why this job: Be the go-to tech hero in a vibrant, people-focused environment.
- Qualifications: 3+ years in tech support with strong troubleshooting skills.
The predicted salary is between 28350 - 34650 £ per year.
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.
Support Analyst, London
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, escape 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 mac OS 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 mac OS and Windows.
- Working knowledge of Okta (or a comparable Id P), Microsoft 365, Google Workspace, and Active Directory.
- Experience supporting Saa S 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 (Power Shell, 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 (Comp TIA 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.
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Helpdesk Support Analyst employer: Convene
Convene is an exceptional employer that values flexibility and collaboration, offering a unique opportunity for a Chef de Partie to thrive in a dynamic environment across multiple London venues. With a Monday–Friday rhythm and flexible shifts, employees enjoy a balanced work-life while being part of a supportive team dedicated to delivering outstanding client experiences. The company fosters a culture of growth and creativity, ensuring that every team member has the chance to develop their culinary skills and advance their career in the vibrant hospitality sector.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Convene. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Convene before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Convene:Your cover letter is your chance to shine! Tell us why you want to work at Convene specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Convene!
How to prepare for a job interview at Convene
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
