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Onsite Service Analyst

3 months ago

Chicago, United States Informa Group Plc. 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

Role Profile

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, complementing the remote centralised Service Desk service.

Reporting to the US 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 5 years' experience within an IT 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
  • AV Support
  • Inventory
  • 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)
This posting will automatically expire on 08/22/2024.

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:
  • Learning and development plan to assist with your career development
  • 15 days PTO plus 9 national holidays, 4 days for volunteering and a day off for your birthday
  • Competitive Benefits with 401k match
  • Paid parental leave
  • Work with a high quality of specialist products and service
  • Bright and friendly staff who are all "expert's experts" and additional training and development for helping you achieve your career aspiration
  • ESPP - become a shareholder
  • The salary range for this role is $70K-$75K/YR depending on experience.

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.