Onsite Service Analyst

Job Description

<p><strong>Team overview:</strong></p><p>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.</p><p><strong>Role overview:</strong></p><p>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.</p><p>Provide physical deskside 1st line support services in selected locations, providing onsite support to complement the remote centralised Service Desk service.</p><p>Reporting to the Head of Onsite Services for the UK &amp; Europe within the End User Experience tower of Informa Group Operations Technology Services.</p><p>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.</p><p><strong>Key responsibilities:</strong></p><ul><li>Act as an escalation point for centralised Service Desk acting as technical experts focussed on improving colleague experience.</li><li>Support the definition, development and testing of automation.</li><li>Work with the centralised Service Desk on continuous improvement initiatives</li><li>Provide Audio Visual and conference room support – Daily Meeting Room Checks</li><li>Manage equipment inventory.</li><li>Provide consistent, timely and efficient on-boarding services for new starters.</li><li>Co-ordinate hardware break/fix activities</li><li>Support procurement activities with respect to ordering, equipment receipt and assignment</li><li>Ensure asset management process and procedures are adhered to for end user colleague devices.<br><br></li></ul><strong>Qualifications<br><br></strong><p><strong>Essential Skills &amp; Experience:</strong></p><ul><li>To perform an ambassadorial role to the business.</li><li>Pro-active approach</li><li>A high level of customer service excellence.</li><li>New Joiner Processes. To provide an Excellent Onboarding experience</li><li>Excellent Time Management Skills</li><li>Confident with addressing issues with various levels of colleagues, both internally &amp; externally</li><li>Ability to proactively seek out avenues of improvement for all services being provided.</li><li>Communicate well with all levels of the business including colleagues, management and VIPs</li><li>Strong communication and interpersonal skills</li><li>Motivated and personable with a strong work ethic</li><li>Be able to provide training to new users and support team members.</li><li>Able to work under pressure.</li><li>Floor Walking</li></ul><p><strong>Technical knowledge Essential</strong></p><ul><li>Office 365 (email, Teams, SharePoint, OneDrive, Office)</li><li>Windows 7, Windows 10, Windows 11</li><li>Active Directory</li><li>Creating KB articles for both the immediate team and customer base.</li><li>Mobile Device support (including Smart phones and iPhone/iPad support)</li><li>O365 Microsoft Teams</li><li>Laptop Upgrades – Confidently upgrade laptop ram. Laptop swap outs, like for like setup</li><li>Managing Projects and providing a supportive role to the PM team where needed.</li></ul><p><strong>Technical knowledge Preferred.</strong></p><ul><li>Service-Now or similar ITSM system</li><li>Mac OS</li><li>Dell, HP platform’s</li><li>Azure Endpoint Management</li><li>Some networking experience.</li><li>Supporting Printers – MFD’s</li><li>Microsoft System CentreConfiguration Manager (SCCM)</li><li>Virtual and physical desktop support</li><li>Hardware and software inventory systems</li><li>Tech bar Experience</li></ul>