IT Onsite Analyst

4 days ago

Sydney, Australia Informa Global Support Full time

Company Description

Informa is a leading international events, digital services and academic knowledge group.

We're here to champion the specialist. Through hundreds of brands and a range of products and services, we connect businesses and professionals with the knowledge they need to learn more, know more and do more.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 10,000 colleagues working in more than 30 countries.

**Job Description**:
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.

**These responsibilities include**:
An escalation point for centralised Service Desk acting as technical experts focussed on improving colleague experience

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

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

Provide event support (in-house at Informa sites)

Resolve end point security Incidents when remote support tools are unable to do so

Manage equipment inventory

Strong experience of the following technologies required:

- AV and room-based support (Cisco, Polycom)
- Service-Now
- Windows 10
- Mac OS
- Active Directory
- Microsoft System Center Configuration Manager (SCCM)
- Monitor and escalate incidents and requests against defined service levels

**Personal Skills**:

- Consistently demonstrates a positive attitude and approach.
- Demonstrates enthusiasm and dedication.
- Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion.
- Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant.
- Focuses on what can be done. When a problem exists, suggest a solution.Builds relationships with stakeholders.
- Maintains a courteous and professional manner in all dealings

**Qualifications**:

- Bachelor's degree in computer science or engineering or related field, preferred.
- 0-2 years of experience in a similar role.
- Experience troubleshooting systems.
- Proficient with MAC and OS.

Additional Information
**Why work at Informa**

Informa is a people business.
- The strength and value we create for customers, specialist markets and shareholders comes from the ideas and contributions of the colleagues we attract, hire and develop.
- That's why we continually invest in our colleagues and culture so that Informa remains a dynamic, modern and welcoming place to work.

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