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Onsite Service Analyst

4 weeks ago

Riyadh, Saudi Arabia Informa Global Support 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**
- 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**
Just as no two days are the same, at Informa Global Support we recognise that no two people are the same, putting diversity and inclusivity at the heart of what we do. This doesn’t happen by chance. We actively work to create a shared culture. It’s a place where individuals bring their own experience and insights to discover new opportunities and build a varied career. We want you to thrive as part of a fantastic community. We champion _you._

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