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.