Onsite Service Analyst

at Informa PLC in Chicago, Illinois, United States

Job Description

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 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
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... For full info follow application link.

Informa is committed to equal employment opportunity for all employees and applicants for employment without regard to age, colour, creed, disability status, gender, national origin, race, religion, sexual orientation or veteran status, or any other legally protected status.