IT Technical Concierge in City of Westminster

Job Summary

This role sits within our IT team. The IT Technical Concierge is the first point of call and go-to for colleagues within Populous and often the public face of IT support when we have clients and guests in-house.

Responsibilities

• Populous audio‑visual systems (AV) have undergone extensive change and expansion. Based primarily around POLY equipment, the role encompasses proactive maintenance and active concierge of key meetings to ensure all systems and meetings run smoothly.
• Additionally, the role encompasses the security and smooth running of other front‑of‑house IT and end‑user peripheral systems, including IoT systems, door access, camera maintenance, lockers and the printers and print rooms.
• Monitor the Helpdesk software and email for new service requests, ensuring that tickets/needs are responded to in a timely fashion.
• Working hours to be 08:30‑17:30 – 1 hour lunch break, with flexibility required around meetings and events.
• Ensure that the following are checked regularly and always fit for purpose:
  • Populous meeting rooms and equipment
  • Populous printing facilities and equipment
  • IoT devices in gym and social areas
  • Other technical duties, such as PAT testing for equipment

• Work with Admin and IT teams to ensure space booking software is functioning as required.
• Provide appropriate support to other members of the wider IT team at Populous.
• Maintain IT helpdesk records, ensuring that support requests are recorded in a timely and efficient manner and that requests are escalated appropriately.
• Liaise with clients and POP staff from non‑UK Pop offices to assist in their technical queries, such as Wi‑Fi access, travel plug adapters, etc.
• Create and maintain documentation on end‑user processes, such as “how to” guides, ensuring that these are kept up to date and relevant.
• Keep accurate up‑to‑date records, such as equipment loans, user details, software licences, etc.
• Log external support tickets for repair and investigation with support and phone vendors for end‑user devices and software.
• Report to the Head of IT and IT System Administrators on issues affecting operational efficiency and security, with recommendations on how to make improvements to the ITC.

Qualifications & Skills

• An enthusiastic, positive attitude to supporting colleagues and visitors with their IT needs.
• Customer focus – provide a responsive, reassuring and high‑quality service.
• Communication – good communication skills both written and verbal.
• Problem solving – good analytical and problem‑solving skills.
• Time management – manages own time well.
• Initiative – knows when to action and when to escape issues to other members of the team.
• A passion for information technology with an interest in continuous improvement.
• Self‑starting and proactive, able to identify issues and work with minimal supervision.
• A positive attitude and willingness to work flexibly to the needs of the Company.
• Occasional weekend and evening hours of working may be required.

About the Company

For more than 40 years Populous has had a singular focus – to draw people together around the things that they love, to be the leading design firm that specialises in places, spaces and events where people gather. Our success is defined by designing projects that are seen as the benchmark. We are committed to future innovation, anticipating and shaping the future of our industries.

Our team is made up of highly talented people with a range of skills, all integral to successfully bringing to life the places and experiences we design. As our company has grown, our expertise has expanded to encompass a wide variety of disciplines – including architecture, audiovisual consultancy, brand activation, design & build, events, food & beverage strategy, interior design, landscape architecture, urban design and wayfinding. This varied expertise enables us to transform neighbourhoods, revitalise cities, build relationships and create buildings, places and spaces that draw people together, from the Tottenham Hotspur Stadium to The Co‑op Live Arena. As we continue to bring to life award‑winning venues and experiences our EMEA Practice is looking for an IT Technical Concierge based in our Putney studio.

Our Putney studio, which is also our EMEA Headquarters, is located on the banks of the River Thames, a short walk from Putney High Street and with excellent travel connections. Our employees enjoy a comprehensive and competitive benefits programme, as well as the opportunity to attend events at several Populous‑designed venues.

Benefits

• Work alongside passionate, creative individuals who lead their industry, transform ideas into reality and celebrate the beauty of human connection.
• Enjoy various benefits, such as hybrid working and gym membership discounts.
• Enjoy the opportunity to attend events at Populous‑designed venues.
• Connect and learn at regular social and knowledge sharing events including an annual conference and a weekend abroad Christmas party.