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 focussed on Incident and Request fulfilment where local on-site support is required.
These responsibilities include:
1. Be an escalation point for centralised Service Desk acting as technical experts focussed on improving colleague experience of technology
2. 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
3. Conduct remote site visits (rotational) for sites where dedicated on-site resources have not been provided
4. Provide subject matter expert and knowledge transfer information to support the centralised Service Desk and associated automated services (shift left)
5. Provide feedback to the centralised Service Desk on customer satisfaction, usage of tools, automation and the Incident resolution process
6. Work with the centralised Service Desk on continuous improvement initiatives
7. Provide concierge support at designated location(s)
8. Conduct new starter inductions
9. Provide Audio Visual and conference room support
10. Resolve end point security Incidents when remote support tools are unable to do so
11. Execute IT disposal activities for end user colleague devices
12. Manage equipment inventory
13. Assist with Merger & Acquisitions as required
14. Act as project champions assisting with the deployment of new products and releases
15. Provide consistent, timely and efficient on-boarding services for new starters
16. Fulfil hardware requests with respect to equipment procurement, configuration and deployment
17. Co-ordinate hardware break/fix activities
18. Co-ordinate or fulfil engineer dispatch services
19. Investigate connectivity issues where remote support is not possible or unable to resolve
20. Provide colleague (end user) training for core PC & Mac applications
21. Assist with reducing legacy ticket backlog processing and service level fulfilment
22. asset management process and procedures are adhered to for end user colleague devices
23. Assist with office moves activities and coordination
Qualifications
What we’re looking for
Essential Skills & Experience:
24. A minimum 3 to 5 years’ experience within an IT support role – ideally within a large organisation working to SLAs
25. Ability to proactively seek out avenues of improvement for all services being provided
26. Communicate well with all levels of the business including colleagues, management and VIPs
27. Strong communication and interpersonal skills
28. Motivated and personable with a strong work ethic
29. Be able to provide training to new users and support team members
30. Be able to work under pressure
Strong experience of the following technologies required:
31. Service-Now or similar ITSM systemOffice 365 (email, Teams, SharePoint, OneDrive, Office)Windows 10 and Windows 11 operating systemsMac OSActive Directory & Azure Active DirectoryBasic Networking (TCP/IP)Microsoft System Center Configuration Manager (SCCM)Virtual and physical desktop supportHardware and software inventory systemsMobile 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 prioritizes promotions internally. Our benefits include:
32. Learning and development plan to assist with your career development
33. 15 days PTO plus 9 national holidays, 4 days for volunteering and a day off for your birthday!
34. Competitive Benefits with 401k match
35. Paid parental leave
36. Work with a high quality of specialist products and service
37. Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
38. ESPP - become a shareholder