Convene Hospitality Group - Helpdesk Support Analyst

• 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: • 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.