IT Support Services Analyst

We are looking for an IT Support Services Analyst to join our Workplace Services team in the United Kingdom. This is an opportunity to deliver high-quality onsite and remote technology support across our London, Cambridge and Jersey locations, covering end-user computing, Microsoft 365, mobility, collaboration tools and meeting-room technologies. You will work with experienced colleagues across EMEA, independently managing local priorities while staying closely aligned with shared service standards and objectives.

About You - Experience, education, skills and accomplishments 

• At least 2 years of experience in IT support, desktop support, Workplace Services or an End User Computing environment. 

• At least 2 years of hands on experience supporting Windows environments, including Windows 10 and/or Windows 11.

• Experience supporting and troubleshooting laptops, desktop computers, mobile devices, peripherals, and collaboration technologies.

• At least 2 years of experience working with Active Directory and/or Microsoft Entra ID (Azure Active Directory) and working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP and VPN technologies. 

• At least 2 years of experience using an IT service management platform, such as ServiceNow, to manage incidents and service requests. 

• Ability to manage competing support priorities independently, own user communications through resolution, and communicate professionally with senior leaders and business stakeholders.

It would be great if you also have . . . 

• Experience supporting macOS, Apple iPhone and Android endpoint environments. 

• Knowledge of Microsoft Intune or another mobile device and endpoint management solution. 

• Experience supporting Microsoft Teams Rooms, conferencing solutions and audiovisual technologies. 

• Understanding of ITIL principles and service management practices. 

• Experience with IT asset lifecycle management, inventory controls and governance. 

• Previous experience delivering Executive or VIP technology support. 

What will you be doing in this role? 

• Provide onsite and remote IT support across Clarivate's London, Cambridge and Jersey locations.

• Troubleshoot and resolve hardware, software, mobile device and connectivity issues.

• Deploy, configure and support laptops, desktops, mobile devices and peripherals.

• Support Microsoft 365, Teams, collaboration tools and endpoint environments across Windows, macOS, iOS and Android.

• Manage device provisioning, asset lifecycle activities and inventory records.

• Support meeting room, conferencing and audiovisual technologies.

• Deliver a high-quality support experience to employees, senior leaders and executive stakeholders.

• Collaborate with business stakeholders and Workplace Services teams to meet technology needs.

• Maintain ownership of support requests, escalating complex issues as required.

• Contribute to process improvements, documentation, workplace modernization initiatives, and compliance with security and governance standards.

About the Team 

This role reports to the Senior Manager, IT Support Services EMEA and is part of the Workplace Services organization supporting colleagues across Europe, the Middle East and Africa. You will work alongside experienced Workplace Services professionals and contribute to both local UK operations and broader EMEA initiatives. The role is central to maintaining consistent, high-quality end-user support experience across key Clarivate locations. 

Hours of Work 

This is a full-time, permanent position, primarily working core UK business hours. This role requires regular on-site presence to provide hands-on support. Some flexibility may be required to support priority incidents, executive stakeholders or wider EMEA initiatives. 

At Clarivate, we are committed to providing equal employment opportunities for all  qualified 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.