Onsite Service Analyst

Job Description

Company Description

Informa is a leading international events, intelligence and scholarly research group.

We’re the specialist’s specialist. Through hundreds of powerful brands, we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 12,000 colleagues working in more than 30 countries.

Informa’s divisions include:

Informa Connect, a specialist in content-driven events and digital communities that allow professionals to meet, connect, learn and share knowledge.

Informa Markets, creating platforms for international markets to trade, innovate and grow. Through over 500 leading brands, our exhibitions, specialist digital content and data solutions allow customers operating in specialist markets to meet and trade, and for their businesses and markets to thrive. 

Informa Tech, a division bringing specialism in technology. We aim to inspire the global technology community to design, build and run a better digital world through research, media, training and events that inform, educate and connect businesses and professionals working in technology.

Taylor & Francis, specialist in scholarly research and in helping academic and research communities make new breakthroughs.  We commission, curate, produce and publish scholarly research and reference-led content in specialist subject areas, helping to advance research and enabling knowledge to be discovered and shared.

Global Support is Informa’s fifth division, with major hubs in the United Kingdom, United States, Hong Kong and Singapore as well as several smaller locations.  As the team behind the teams, Global Support colleagues provide shared, efficient business services and function-specific expertise to each of Informa’s operating divisions, enabling our commercial teams to focus on their markets and customers.

Group Technology is one of the functions within the Global Support division, responsible for providing all elements of technology support for the core services and platforms used across the Informa group. We have staff operating globally across multiple office locations and remotely.

Job Description

Team overview:

You will be a part of an award-winning team to provide a key role to the business and will work closely with customers to ensure a high level of customer centric needs are met.

Role overview:

Embrace Informa colleague end user experience and be the ambassadors of Group Operations Technology Services IT by providing excellent service delivery and possessing a ‘customer 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.

Reporting to the Head of Onsite Services for the UK & Europe within the End User Experience tower of Informa Group Operations Technology Services.

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

Key responsibilities:

• Act as an escalation point for centralised Service Desk acting as technical experts focussed on improving colleague experience.
• Support the definition, development and testing of automation.
• Work with the centralised Service Desk on continuous improvement initiatives
• Provide Audio Visual and conference room support – Daily Meeting Room Checks
• Manage equipment inventory.
• Provide consistent, timely and efficient on-boarding services for new starters.
• Co-ordinate hardware break/fix activities
• Support procurement activities with respect to ordering, equipment receipt and assignment
• Ensure asset management process and procedures are adhered to for end user colleague devices.

Qualifications

Essential Skills & Experience:

• To perform an ambassadorial role to the business.
• Pro-active approach
• A high level of customer service excellence.
• New Joiner Processes. To provide an Excellent Onboarding experience
• Excellent Time Management Skills
• Confident with addressing issues with various levels of colleagues, both internally & externally
• 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.
• Able to work under pressure.
• Floor Walking

Technical knowledge Essential

• Office 365 (email, Teams, SharePoint, OneDrive, Office)
• Windows 7, Windows 10, Windows 11
• Active Directory
• Creating KB articles for both the immediate team and customer base.
• Mobile Device support (including Smart phones and iPhone/iPad support)
• O365 Microsoft Teams
• Laptop Upgrades – Confidently upgrade laptop ram. Laptop swap outs, like for like setup
• Managing Projects and providing a supportive role to the PM team where needed.

Technical knowledge Preferred.

• Service-Now or similar ITSM system
• Mac OS
• Dell, HP platform’s
• Azure Endpoint Management
• Some networking experience.
• Supporting Printers – MFD’s
• Microsoft System Centre Configuration Manager (SCCM)
• Virtual and physical desktop support
• Hardware and software inventory systems
• Tech bar Experience