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    Remote analyst - United Kingdom - Informa Connect Limited

    Informa Connect Limited
    Informa Connect Limited United Kingdom

    1 week ago

    Default job background
    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.

    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.

    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.

    Be an escalation point for centralised Service Desk acting as technical experts focussed on improving colleague experience of technology
    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)
    Provide Audio Visual and conference room support
    Resolve end point security Incidents when remote support tools are unable to do so
    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 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
    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
    Be able to provide training to new users and support team members
    Service-Now or similar ITSM system
    Office 365 (email, Teams, SharePoint, OneDrive, Office)
    Windows 10 and Windows 11 operating systems
    Basic Networking (TCP/IP)
    Virtual and physical desktop support
    Hardware and software inventory systems
    Mobile Device support (including Smart phones and iPhone/iPad support)
    We are alsoflexiblewithdifferent working patternsandprioritizes promotions internally. 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
    ~ 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
    ~ We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. 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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