Onsite Service Analyst

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 focussed 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 focussed 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

Qualifications

What we're looking for

Essential Skills & Experience:

• A minimum 3 to 5years' experience within anIT 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
• 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)

]]>