Overview

Role: IT Support SpecialistLocation: London, UKJob type: Full time, permanentWorking arrangement: Due to the nature of this role, which requires in-person technical support, the position is based in the office four days per week.QS is a world-leading provider of higher education services. We foster a flexible working environment where employees own their career while thriving personally and professionally. Our values are built on collaboration, respect and support. We empower motivated people around the world to fulfil their potential through higher education, ensuring access to opportunities that change lives. Diversity strengthens us, and by sharing our experiences we learn from one another to drive progress across the sector.As an IT Support Specialist, you will be responsible for implementing real change in the international higher education landscape, taking on meaningful challenges that positively impact the business and the wider sector. QS has been recognised as a great place to work, including being named one of Newsweek’s Top 100 Most Loved Workplaces in the UK (October 2023) and holding gold accreditation from Investors in People.Role Responsibilities

We are seeking a highly motivated, service-oriented IT Support Specialist to join our global Corporate IT team. This role is responsible for delivering exceptional technical support, managing service requests and ensuring seamless onboarding and offboarding experiences for employees in EMEA and global regions. The role supports a future-focused, predictive, AI-assisted and service-oriented delivery model. You will be the face of IT for many employees, providing clear, helpful, and human-first support while maintaining high technical standards. You’ll work across time zones, systems and platforms, and contribute to documentation, performance and sustainability improvements in IT operations. You will help shape a knowledge-driven, self-service culture that reduces friction, empowers users and improves consistency in support. This role suits someone passionate about user experience, process improvement and service excellence in a modern hybrid working environment.Role ResponsibilitiesDeliver 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, 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 Enablement

Own 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 Management

Manage 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 Management

Coordinate 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 Practices

Promote 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 Improvement

Identify 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 Projects

Work 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.Other Duties

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.Hands-on experience in IT Support or a related field.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

A degree in Computer Science, Information Systems, or a related field is often required.Certifications such as Microsoft Certified: O365 Fundamentals, CompTIA A+, Network+, Security+, ITIL Foundation.Experience with MDM (Mobile Device Management) and EDR (Endpoint Detection and Response) tools, Asset Management, IT Helpdesk tools like Service Desk.Familiarity with scripting (e.g. PowerShell), Microsoft Intune, or workflow automation tools.Experience supporting the implementation or rollout of AI-enabled ITSM tools or virtual agents.About QS

QS is the world leader in higher education services, analytics, insights and intelligence. Our services power institutional and individual success, from consultancy to student mobility, academic partnerships to branding solutions. We work with more than 2,000 leading higher education institutions, over 12,000 employers, and governments seeking change through higher education.Join QS to be part of an 800-strong community across 40+ countries and 11 international offices. We value problem-solving, collaboration and continuous development.Benefits and Perks

As Standard You Will HaveCompetitive base salaryAccess to an annual bonus scheme (for qualifying roles only)25 days annual leave, plus bank holidays – increasing to 27 days after 5 yearsBuy Holiday scheme to purchase up to 5 additional days per yearEnhanced maternity and paternity leaveGenerous pension through Royal LondonPrivate medical insurance and wellness via VitalityQSmiles discount schemeCycle to work schemeA vibrant social environment and multicultural cultureAdditional growth and wellness resourcesFree Calm App subscriptionGlobal welfare support and mental health first aidersDiversity and inclusion initiatives and groupsRecognition programs including QS Applaud AwardsVolunteer and study leave supportLinkedIn Learning accessGlobal Mentorship programmeEqual opportunitiesQS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of background or personal attributes. We celebrate diversity and believe in learning from one another to enable our business to thrive.

#J-18808-Ljbffr