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Onsite Service Analyst

3 months ago

London, United Kingdom Informa Full time

At Informa Global Support, we’re about connecting businesses and professionals with knowledge. From cutting-edge research to specialist digital demand, our reach is extensive. We’re the power behind a range of fantastic brands such as FAN EXPO, Omdia, World of Concrete and many more. Through cutting edge research we’re here to champion specialists by helping people learn more, know more and do more.

As those businesses grow and develop, so will the opportunities for you to grow and develop within Informa Global Support. We’re passionate about building for the future - and want your future to be with us. Because we know you’re hungry to expand your skills by embracing new experiences. And all the while you’ll be supported by a community of talented and like-minded colleagues, where openness is encouraged and a can-do attitude is the norm.

Job Description

Role Profile

Embrace Informa colleague end user experience and be the ambassadors of Group Technology Solutions & Services by providing excellent service delivery and possessing a ‘colleague first’ attitude and mindset.

Provide physical deskside 1st line support services in selected locations, providing onsite support to complement the remote centralised Service Desk service.

This role will focus on supporting the Curinos business within Informa as a priority, although when workloads permit, the role holder will operate alongside the larger Onsite Service Analyst team in London to pick up support tickets across the rest of the Informa Group divisions.

Reporting to the UK & EU Head of Onsite Support Services within the Service Management & Operations function - part of Technology Operations.

The activities of the deskside 1st line support function compliment those provided by the centralised Service Desk and are focused on Incident and Request fulfilment where local on-site support is required.

These responsibilities include:

  • Be an escalation point for centralised Service Desk acting as technical experts focused on improving colleague experience of technology
  • Act as a single point of contact for colleagues providing information relating to wider Technology initiatives and channel queries or escalations through to the appropriate Technology functions
  • Conduct remote site visits (rotational) for sites where dedicated on-site resources have not been provided
  • Provide subject matter expert and knowledge transfer information to support the centralised Service Desk and associated automated services (shift left)
  • Provide feedback to the centralised Service Desk on customer satisfaction, usage of tools, automation and the Incident resolution process
  • Work with the centralised Service Desk on continuous improvement initiatives
  • Provide concierge support at designated location(s)
  • Conduct new starter inductions
  • Provide Audio Visual and conference room support
  • Resolve end point security Incidents when remote support tools are unable to do so
  • Execute IT disposal activities for end user colleague devices
  • Manage equipment inventory
  • Assist with Merger & Acquisitions as required
  • Act as project champions assisting with the deployment of new products and releases
  • Provide consistent, timely and efficient on-boarding services for new starters
  • Fulfil hardware requests with respect to equipment procurement, configuration and deployment
  • Co-ordinate hardware break/fix activities
  • Co-ordinate or fulfil engineer dispatch services
  • Investigate connectivity issues where remote support is not possible or unable to resolve
  • Provide colleague (end user) training for core PC & Mac applications
  • Assist with reducing legacy ticket backlog processing and service level fulfilment
  • asset management process and procedures are adhered to for end user colleague devices
  • Assist with office moves activities and coordination
  • Must be able to work 5 days a week on-site, shifts will vary between our London offices located in Blackfriars & Victoria.

Qualifications

What we’re looking for

Essential Skills & Experience:

  • Strong experience within an IT support role – ideally within a large organisation working to SLAs
  • Ability to proactively seek out avenues of improvement for all services being provided
  • Communicate well with all levels of the business including colleagues, management and VIPs
  • Strong communication and interpersonal skills
  • Motivated and personable with a strong work ethic
  • Be able to provide training to new users and support team members
  • AV Support
  • Inventory
  • Be able to work under pressure

Strong experience of the following technologies required:

  • Service-Now or similar ITSM system
  • Office 365 (email, Teams, SharePoint, OneDrive, Office)
  • Windows 10 and Windows 11 operating systems
  • Mac OS
  • Active Directory & Azure Active Directory
  • Basic Networking (TCP/IP)
  • Microsoft System Center Configuration Manager (SCCM)
  • Virtual and physical desktop support
  • Hardware and software inventory systems
  • Mobile Device support (including Smart phones and iPhone/iPad support)

Additional Information

Why work at Informa?

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritize promotions internally. Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks

• Broader impact: take up to four days per year to volunteer, with charity match funding available too

• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves

• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost) anywhere for up to four weeks a year

• A flexible range of personal benefits to choose from, plus company funded private medical cover

• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares

• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more

• Recognition for great work, with global awards and kudos programmes

• As an international company, the chance to collaborate with teams around the world

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

Please let us know of any adjustments we need to make for you to show us your best self. We want all of our candidates to shine in the recruitment process

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