Overview

Role: IT Support SpecialistLocation: London, UKJob type: Full time, permanentWorking arrangement: Requires office presence 4 days/week.Join to apply for the IT Support Specialist role at QS Quacquarelli SymondsTalent Acquisition | Employer Branding | Technical Hiring | Diversity, Equity, Inclusion and BelongingWhy QS?

At QS, we believe that work should empower you. We foster a flexible working environment that encourages every employee to own their career whilst thriving personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other. It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives. Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.QS was named as one of Newsweek’s Top 100 Most Loved Workplaces in the UK (October 2023) and is gold-accredited by Investors in People. QS is a place where everyone can thrive.As an IT Support Specialist, this is what you’ll be doing

We’re looking for a motivated, service-focused IT Support Specialist to join our global Corporate IT team. You’ll deliver exceptional technical support, manage service requests, and ensure smooth onboarding/offboarding across EMEA and global regions. You’ll provide clear, human-first support while driving process improvements, AI-led solutions, and sustainable IT practices in a modern hybrid workplace.Role responsibilities

IT Support and Service ExperienceDeliver world-class, user-centric support through clear communication, technical accuracy, and a service mindset.Manage and resolve IT support tickets using the organization’s ITSM platform (e.g., Jira, ServiceNow, Zendesk, Service Desk Plus), with a shift toward AI-led, knowledge-based ticket resolution.Provide expert-level support for Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, SharePoint and related administrative tools.Ensure consistent support quality across global time zones and distributed teams.Collaborate in refining and training AI support tools and ticket workflows for improved resolution efficiency.Knowledge Base and Self-Service EnablementOwn the creation, maintenance, and optimisation of IT knowledge base articles to enable user self-service and reduce ticket volume.Translate technical solutions into clear, accessible, and searchable content, collaborating with stakeholders for continuous updates.Support the integration of knowledge base content into AI tools and virtual agents within the ITSM platform.Onboarding, Offboarding and Lifecycle ManagementManage the full onboarding and offboarding process globally, including account setup, hardware provisioning, and permissions, and access deprovisioning.Ensure a secure and seamless employee experience by coordinating with People and Workplace teams during transitions.Manage device return, reassignment, or disposal in accordance with security and sustainability policies.IT Asset and Device ManagementCoordinate the procurement, configuration, and delivery of laptops and other IT hardware, ensuring standardisation and policy alignment.Maintain a centralised asset register with accurate inventory, warranty, and lifecycle data.Support responsible disposal or redeployment of devices in line with data security and environmental standards.Sustainable, Secure and Inclusive IT PracticesPromote sustainable IT practices including energy-efficient devices, minimised data storage, and e-waste reduction.Ensure that IT services are accessible, inclusive, and aligned with the needs of a diverse workforce.Support internal compliance and data protection goals, including contributions toward ISO 27001 certification.Automation, Service Design and Process ImprovementIdentify opportunities to improve recurring processes through workflow automation and intelligent routing.Collaborate on the design and rollout of scalable service delivery processes across the ITSM platform.Contribute ideas and feedback to enhance the usability, efficiency, and reliability of internal IT tools and services.Cross-Functional Collaboration and ProjectsWork with cross-functional teams including IT, Compliance, People, and Workplace to deliver technology support aligned with company goals.Lead or support projects related to systems rollouts, hardware refreshes, or office relocations.Act as a liaison between users and technical teams/vendors to escalate and resolve complex issues.Any other duties that fall within the scope and purpose of the role.Key skills and experience

Proven experience in IT support or service desk roles, ideally in a distributed or global environment.Strong expertise in Microsoft 365, Windows, Mac OS, and remote desktop support.Familiarity with IT service management platforms (e.g., Jira, Zendesk, ServiceNow, Service Desk Plus) including automation features and knowledge base integration.Track record of creating user-friendly self-service documentation and support content.Familiarity with ticket resolution metrics, SLA tracking, and user satisfaction feedback loops.Experience supporting a global workforce across multiple time zones.Understanding of network configurations and security (e.g., firewalls, VPNs, Wi-Fi, network segmentation).Excellent problem-solving, communication, and organisational skills.Experience with laptop procurement and IT asset lifecycle management.Detail-oriented with a focus on documentation and process improvement.Ability to explain complex information to non-technical users.Ability to prioritise tasks in a fast-paced, multi-region environment with minimal supervision.Experience supporting hybrid work environments and remote employees.Preferred Qualifications

Degree in Computer Science/related field.Certifications (Microsoft O365, CompTIA A+/Network+/Security+, ITIL).Experience with Intune, MDM/EDR tools, automation, or scripting (e.g. PowerShell).About QS

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings reach hundreds of millions, shaping decisions and guiding futures. Since 1990, we work with thousands of institutions, employers, and governments to drive change in higher education.Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including London. We’re committed to growth, wellbeing and inclusion.Benefits

We offer a comprehensive package including:Annual bonus scheme (for qualifying roles)25 days annual leave (+ bank holidays, 27 days after 5 years)Buy Holiday scheme (up to 5 extra days)Enhanced maternity/paternity leaveGenerous pension through Royal LondonPrivate medical insurance and wellness via VitalityQSmsiles discount schemeCycle to work schemeVibrant multicultural environmentAdditional wellbeing and development resources include:Calm App subscriptionGlobal wellness support and mental health first aidersDiversity and inclusion initiatives and groupsRecognition programs and career development eventsVolunteer and study leave supportLinkedIn Learning accessMentorship programmeReady to apply?

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