Onsite Service Analyst/ Desktop Support Specialist

  • Full-time

Company Description

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

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 Service Operations area of Informa Technology Solutions and Services.

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.

Key responsibilities:

  • Act as an escalation point for centralised Service Desk acting as technical experts focused 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

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:

  • Tailored development opportunities and on-demand access to thousands of courses on LinkedIn
  • Balance time in the office with time working remotely, feeling fully supported wherever you are
  • 24 days annual leave, 4 days for volunteering and a day off for your birthday!
  • The chance to work from (almost!) anywhere across the globe, four weeks a year
  • Competitive and rewarding benefits, tailored to each of our regions
  • Work with high quality specialist products
  • Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
  • The chance to become an Informa shareholder, with extra rewards just for colleagues
  • Regular social events and networking opportunities

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.

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