Senior Onsite Service Analyst

Informa PLC; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Informa PLC is seeking a Senior IT Support Specialist to join their Onsite Support Services in London. You will be the face of Group Technology Solutions, providing exceptional onsite support while seamlessly integrating with remote teams. The role involves resolving complex issues, managing equipment, and ensuring a top-notch colleague experience. With opportunities for continuous development and a supportive environment, you are encouraged to bring your skills and ambition to this dynamic role.

Benefits

Freedom & flexibility

Great community

Career opportunity

Time out

Flexible personal benefits

ShareMatch scheme

Strong wellbeing support

Recognition for great work

Global collaboration opportunities

Qualifications

• Strong IT support background, ideally in a large organization.
• Excellent communication skills, able to interact with all levels.
• Experience with ITSM systems like Service-Now.

Responsibilities

• Provide excellent onsite support to enhance the colleague experience.
• Act as a technical expert and troubleshoot connectivity issues.
• Oversee IT equipment inventory and assist with onboarding.

Skills

Communication skills

Customer service-driven

Technical expertise

Proficiency in Office 365

Knowledge of Active Directory

Networking knowledge

Tools

Service-Now

Windows 10/11

Mac OS

Job description

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Are you passionate about delivering exceptional tech support and enhancing the colleague experience? We're looking for a Senior IT Support Specialist to join our Onsite Support Services team in London.

Your Role

You'll be the face of Group Technology Solutions & Services, providing excellent onsite support to complement our remote Service Desk. Your 'colleague first' attitude will make you a true ambassador for our team.

What You'll Do

• Act as a technical expert, improving the colleague experience of technology
• Provide onsite, "Tech Bar". support at our London offices in Blackfriars and Victoria
• Conduct remote site visits for locations without dedicated onsite resources
• Manage equipment inventory and IT disposal activities
• Support new starters with efficient onboarding and inductions
• Offer Audio/Visual and conference room support
• Resolve complex security incidents and connectivity issues
• Assist with office moves and coordinate hardware break/fix activities
• Provide training on core PC and Mac applications
• Serve as the primary escalation point for technical onsite-related issues, providing guidance for resolution of issues
• Demonstrate leadership through positive role modeling and best practice implementation
• Leverage strong influencing skills to guide and motivate team members in achieving collective objectives
• Collaborate closely with line management to ensure alignment with departmental goals and strategies
• Provide supervisory support and oversight as directed by line management, demonstrating capability in team leadership

Qualifications

Your Skills and Experience

• Strong IT support background, ideally in a large organization working to SLAs
• Excellent communication skills, able to interact with all levels of the business
• Customer service-driven with a strong work ethic
• Experience with Service-Now or similar ITSM systems
• Proficiency in Office 365, Windows 10/11, and Mac OS
• Knowledge of Active Directory, Azure AD, and basic networking
• Familiarity with SCCM, virtual/physical desktop support, and mobile device management

What We Offer

• The opportunity to work with cutting-edge technology
• A dynamic, fast-paced environment where your skills will be put to the test
• Continuous learning and development opportunities
• The chance to be part of a team that's shaping the future of Informa's tech landscape

Additional Information

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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