Job description

The Associate IT Support Services Analyst is responsible for delivering exceptional IT support services to Clarivate’s internal customers, by troubleshooting hardware/software maintenance, and performing system configuration through a close collaboration with senior team members and escalate complex issues as needed.

The role demands frequent travel across multiple locations in the UK, including Jersey, Channel Islands, and requires the engineer to be onsite at various offices 5 days a week although primarily based out of London.

About You – experience, education, skills, and accomplishments

• Associate’s degree (preferred) or equivalent experience in computing/computer support.
• 1-2 years of experience in a similar help desk or IT support role
• In-depth knowledge of Windows and macOS operating systems.
• Experience with networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience with hardware troubleshooting and repair, including desktops, laptops, printers, and peripherals.
• Proficiency in remote support tools and techniques.
• Understanding of enterprise security best practices, including data encryption, MFA, and endpoint protection.
• Familiarity with ITIL processes and principles.
• Experience in mobile device management (MDM) solutions is a plus
• Strong ability to troubleshoot and resolve hardware and software-related problems.
• Proficient communication skills with both technical and non-technical users, capable of establishing professional and positive relationships.
• Working knowledge of office automation software, including Microsoft Active Directory, Azure Active Directory, Multi-Function Printers, Microsoft Office Suite, and other third-party products.
• Familiarity with mobile phone operating systems, including iOS and Android, and the ability to troubleshoot common mobile device issues.
• Ability to work effectively in a team environment, generating trust and recognizing the impact of each individual on the team.
• Independent, self-motivated, detail-oriented, and highly organized with the ability to manage multiple tasks and meet aggressive deadlines.
• Excellent problem-solving and fault-diagnosis skills, with the ability to use technology to automate procedures and processes.
• Strong interpersonal and communication skills, both written and verbal.

What will you be doing in this role?

• Efficiently complete or escalate tickets from the ticketing system as required.
• Conduct hardware and software analysis, testing, and configuration to determine system functional specifications.
• Assist in the design, documentation, analysis, and testing of computer systems and programs.
• Build and configure system images for laptops and desktops.
• Track IT assets and manage equipment disposal.
• Provide limited support on Active Directory (AD) and Azure AD.
• Deliver Audio Visual/conferencing support.
• Offer remote site support.
• Deliver Apple device support, including macOS and iOS devices.
• Support mobile devices, including deployment and replacements for iPhone and Android devices.
• Follow established policies and procedures to ensure all platforms operate at peak efficiency, meeting business requirements.
• Participate in and contribute to policy and procedure reviews.
• Contribute to the development and maintenance of the Knowledge Base.
• Collaborate effectively with other workplace team members to resolve issues and enhance service delivery.
• Adhere to all security processes and procedures, ensuring data confidentiality and system integrity.
• Continue professional development by staying current with industry trends through technical journals and ongoing education.

About the Team

This role will report into the Senior Manager, IT Support Services EMEA and will work as part of a team of 4 based out of the London office as well as collaborating with the wider IT Support Services team in the EMEA region.

Hours of Work

Full-Time, permanent role based out of the London office. Occasional travel to our Cambridge and Jersey, Channel Islands offices

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.