Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

About the Role

Cvent is seeking a customer-focused, technically strong Senior Service Desk Engineer to join our London office as part of our Global Service Desk team. This senior individual-contributor role delivers a secure, reliable, and seamless technology experience for Cventers in the United Kingdom, across Europe, and globally when needed.

You will serve as a technical escalation point for the Service Desk and own complex employee technology issues from initial triage through durable resolution. You will combine hands-on troubleshooting with clear communication, sound judgment, and a continuous-improvement mindset across endpoints, identity and access, collaboration, connectivity, workplace technology, and IT assets.

Key Responsibilities

• Partner with Enterprise Services, Information Security, Network and Infrastructure, Corporate Systems, CRM, AV, Facilities, regional IT teams, and external vendors to improve service quality, strengthen security and endpoint compliance, reduce recurring incidents, and build scalable support capabilities through standardization, automation, and documentation.
• Support employees in the UK and across Europe, while contributing to global Service Desk.
• Partner with Office Leadership, Human Resources, and the Office Manager to maintain a safe, productive, and well-supported office environment.
• Serve as a senior escalation point for complex Service Desk incidents, requests, and technical questions; drive investigation, resolution, and follow-up communication for high-impact issues.
• Diagnose and resolve employee IT issues involving access and login problems, Windows and macOS laptops, enterprise software, peripherals, printers, mobile devices, basic networking, DNS, VPN and remote access, collaboration tools, AV, and conference-room technology.
• Triage, prioritize, document, resolve, route, and escalate incidents and service requests; gather complete troubleshooting details and meet defined ticket SLAs and service-quality standards.
• Communicate clearly with users throughout each case, provide timely status updates and viable workarounds, record resolution notes and time worked, and close tickets accurately.
• Troubleshoot and administer identity and access services, including Active Directory and/or Microsoft Entra ID, account lifecycle activities, group membership, SSO, MFA, and application-access issues.
• Provision, configure, deploy, maintain, recover, and refresh employee devices through the full endpoint lifecycle, including onboarding, repair and replacement, operating-system and application deployment, patching, encryption, endpoint-security tooling, and compliance remediation.
• Own and support end-to-end IT asset lifecycle activities, from purchasing and vendor coordination through receiving, inventory, asset assignment, audits, reporting, repair, recovery, secure retirement, and responsible recycling or disposal.
• Prepare and image or enroll laptops, support new-hire onboarding and offboarding, manage office hardware inventory, and assist with asset audits and reporting.
• Apply ITSM best practices across incident, request, problem, change, knowledge, and asset management; identify recurring issues, contribute to root-cause analysis, and implement or recommend lasting corrective actions.
• Support incident response and outage communications, monitor the ISHelp Slack channel, and participate in an on-call rotation and critical-incident coverage outside standard business hours as required.
• Build and maintain high-quality knowledge articles, self-service guidance, runbooks, troubleshooting guides, and standard operating procedures that help employees and Service Desk engineers resolve issues consistently.
• Use service data, ticket trends, customer feedback, and operational metrics to improve responsiveness, first-contact resolution, ticket quality, backlog health, mean time to resolution, asset accuracy, incident readiness, and employee experience.
• Identify and automate repetitive support work using scripting, endpoint-management tools, workflow automation, and emerging AI-enabled support capabilities where appropriate.
• Partner with Information Security to support secure endpoint and access practices, including least privilege, MFA, patching, encryption, EDR/anti-malware, device compliance, secure asset handling, and timely escalation of suspected security events.
• Partner with Networking, Security, Corporate Systems, CRM, AV, Facilities, Infrastructure, and other IT teams; escalate issues when deeper expertise is required and coordinate resolution across teams and vendors.
• Help maintain reliable AV, wireless, conferencing, and workplace technology for the London office, assigned European locations, and remote employees.
• Participate in and make substantial contributions to office build-outs, office moves, expansions, workplace-technology refreshes, endpoint initiatives, migrations, automation, and process-improvement projects.
• Travel to other Cvent locations up to 5% of the time as business needs require.
• Provide professional, empathetic, and timely support to employees at all levels, including high-touch support for senior leaders when needed.
• Perform other duties as assigned