{"id":1038060,"url":"https://alion.io/job/convene-agency-helpdesk-support-analyst","title":"Senior Helpdesk Support Analyst","company":{"id":174485,"name":"Convene","domain":"convene.com","url":"https://alion.io/company/convene","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":74000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Confluence","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Sophos","optional":true}],"status":"live","first_seen_at":"2026-09-18T16:28:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T13:23:48Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"Support Analyst, London\nWho We Are:\nConvene 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.\nWe 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.\nThis 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.\nYou will work alongside IT, Network, Software, and Infrastructure engineers, and you will have real visibility into how a global technology organisation is run.\nThis role is based out of our beautiful and brand new London office at 200 Aldersgate St (5 days a week on site).\nPlease note: candidates must currently reside in the UK and be able to work in the UK without sponsorship.\nWhat You’ll Do:\nTroubleshoot and resolve issues across macOS and Windows endpoints, Google Workspace, Salesforce, Okta, Active Directory, and other Convene business systems.\nProvide 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.\nTriage, prioritise, and manage tickets in our service desk, keeping requesters informed at every stage.\nCoordinate escalations to L2 and L3 support, engineering, vendors, and other functions across the business, tracking dependencies through to resolution rather than handing them off.\nMeet individual and team KPIs for response time, resolution time, and customer satisfaction.\nExecute technical onboarding for new starters and offboarding for leavers, including account provisioning, device build and assignment, and access reviews.\nHandle sensitive identity changes with care and accuracy, for example legal name changes across ADP, Okta, and downstream systems.\nFollow defined protocols for urgent deactivations and security incidents to protect company and client data.\nMaintain device compliance, patching, and configuration through our MDM platform.\nSupport badge and physical access platforms alongside our Security and Workplace teams.\nContribute to root cause analysis for recurring and high-impact incidents, and capture the detail the team needs to automate repetitive work.\nWrite and maintain knowledge base articles and runbooks in Confluence so employees can self-serve and colleagues can pick up where you left off.\nExplore new tools and approaches, and tell us when you have found something better.\nWhat We Look For: \n3+ years in a technical support, help desk, or IT operations role.\nStrong hands-on troubleshooting across macOS and Windows.\nWorking knowledge of Okta (or a comparable IdP), Microsoft 365, Google Workspace, and Active Directory.\nExperience supporting SaaS business applications such as Salesforce, including user administration and access management.\nExperience with a ticketing platform (Jira Service Management or similar) and a documentation tool such as Confluence.\nClear, patient written and verbal communication with non-technical colleagues at every level, including senior stakeholders and clients.\nSound judgement about when to solve, when to ask, and when to escalate.\nWhat's nice to have: \nEndpoint protection platforms (Sophos Central or equivalent) and MDM/UEM tooling (Omnissa Workspace ONE, Intune, Jamf).\nBasic scripting or automation (PowerShell, Bash, Python) or experience with no-code automation in Jira or Okta Workflows.\nExperience in hospitality, events, professional services, or another environment where the client is in the room.\nRelevant certifications (CompTIA A+, ITIL Foundation, Okta Certified Professional, Microsoft 365 Fundamentals).\nWe’re Here For You:\nHealth and Wellness\nPrivate medical insurance\nSubsidised eye care\nSubsidised fitness membership\nEmployee Assistance Program: well-being support and personal advice programme\nTime Off and Work-Life Balance\n25 days annual leave plus bank holidays, and company sick pay\nFinancial Support and Benefits\nBonus scheme\nInterest-free loan for rail season tickets & further education\nSubsidised bicycle purchase through Cycle to Work scheme\nProfessional Development and Recognition\nContinuous professional and personal development support\nEmployee recognition and reward programs to mark achievements and milestones\nCommunity and Impact\nOpportunities to volunteer, donate, and participate in community give-back initiatives\nThe opportunity to have a significant impact on your team and the business in the work that you do\nConvene 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.","description_format":"text","description_chars":5681,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Coworking & Shared Office","Event Management","Venues"],"lifecycle":[{"event":"open","at":"2026-09-18T17:15:35Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.763,"p_room":0.45,"age_days":51,"expected_fill_days":33,"reasons":["conf:2","velocity","win:tail"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/convene-agency-helpdesk-support-analyst","json_url":"https://alion.io/job/convene-agency-helpdesk-support-analyst.json","meta":{"generated_at":"2026-11-09T16:41:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24436,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":174485},"rest":"https://alion.io/mcp/rest/get_company?id=174485"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconvene-agency-helpdesk-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconvene-agency-helpdesk-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconvene-agency-helpdesk-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/convene-agency-helpdesk-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconvene-agency-helpdesk-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1038060}},{"tool":"search_jobs","arguments":{"company":"convene.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1038060},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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