Onsite Service Analyst

At Informa, no two days and no two people are the same, and you'll find the freedom, opportunity and support of a fantastic community to make a real impact.

We're an international business that connects specialists with knowledge, helping them to learn more, know more and do more through live and on demand events, digital and data-driven services and academic research.

We are home to over 14,000 colleagues across 30 countries and are a member of the UK's FTSE 100 group of leading public companies.

In Global Support, we provide expert guidance and hands-on support to the Informa Group and Informa's many business teams. Across tech, finance, legal, corporate development, HR, communications, operations and many other areas, we work collaboratively and flexibly to help our brands serve their customers and help the company succeed.

This role is based in our Cairo Festival City Business Park, New Cairo, Cairo, Egypt office.

Reports to: Head of Regional Technology Services

Team Overview:

Join an award-winning team that plays a pivotal role in delivering exceptional technology services to the business. As an Onsite Service Analyst, you will work closely with colleagues and customers to ensure their needs are met with a customer-centric approach. You will be an ambassador for Group Operations Technology Services IT, embodying a customer first mindset and delivering outstanding service.

Role Overview:

As an Onsite Service Analyst, you will enhance the end-user experience for Informa colleagues by providing physical deskside 1st line support services in selected locations. You will complement the centralized Service Desk by offering onsite support for incidents and requests that require local intervention. Reporting to the Head of Onsite Services for the UK & Europe within the End User Experience tower of Informa Group Operations Technology Services, you will play a key role in ensuring seamless service delivery and continuous improvement.

Key Responsibilities:

Service Delivery & Customer Experience:

• Act as an escalation point for the centralized Service Desk, serving as a technical expert to improve colleague experience.
• Provide consistent, timely, and efficient onboarding services for new starters, ensuring an excellent experience.
• Deliver Audio Visual and conference room support, including daily meeting room checks.
• Floor walking to proactively identify and address colleague needs.
• Communicate effectively with colleagues, management, and VIPs across all levels of the business.

Technical Support:

• Provide physical deskside support for incidents and requests requiring onsite intervention.
• Co-ordinate hardware break/fix activities, including laptop upgrades, RAM installations, and device swap-outs.
• Support mobile device management, including smartphones, iPads, and tablets.
• Manage equipment inventory and ensure adherence to asset management processes for end-user devices.
• Support procurement activities, including ordering, equipment receipt, and assignment.

Continuous Improvement & Collaboration:

• Collaborate with the centralized Service Desk on continuous improvement initiatives.
• Support the definition, development, and testing of automation solutions.
• Create and maintain knowledge base (KB) articles for both the immediate team and customer base.
• Provide training to new users and support team members.
• Assist with managing projects and provide a supportive role to the project management team as needed.
  
  

Essential Skills & Experience:

• Strong ambassadorial skills with a proactive and customer-focused approach.
• High level of customer service excellence and ability to deliver an exceptional onboarding experience for new joiners.
• Excellent time management skills and ability to work under pressure.
• Confident in addressing issues with colleagues at all levels, both internally and externally.
• Strong communication and interpersonal skills, with the ability to proactively identify avenues for service improvement.
• Motivated, personable, and equipped with a strong work ethic.
• Ability to provide training and support to team members and new users.

Technical Knowledge (Essential):

• Proficiency in Office 365 (email, Teams, SharePoint, OneDrive, Office).
• Expertise in Windows operating systems (Windows 7, Windows 10, Windows 11).
• Active Directory management.
• Mobile device support, including smartphones and iPads.
• Confidently perform laptop upgrades, RAM installations, and device swap-outs.
• Experience with O365 Microsoft Teams.

Technical Knowledge (Preferred):

• Familiarity with Service-Now or similar ITSM systems.
• Experience with Mac OS and Dell/HP platforms.
• Knowledge of Azure Endpoint Management.
• Basic networking experience.
• Printer support, including MFDs.
• Microsoft System Center Configuration Manager (SCCM).
• Virtual and physical desktop support.
• Experience with hardware and software inventory systems.
• Tech bar experience.

Why Join Us

This role offers the opportunity to be part of a dynamic and innovative team that values collaboration, continuous improvement, and exceptional service delivery. As an Onsite Service Analyst, you will play a key role in enhancing the colleague experience and driving operational excellence within Informa Group Operations Technology Services.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces like at an Informa event you get the flexibility and support to work from home or remotely.

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 LifeAt.Informa.com

Our benefits include:

• 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: 21 days annual leave, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A comprehensive company funded private medical insurance with international coverage
• A ShareMatch scheme that allows you to become an Informa shareholder from the start of your employment, and benefit from free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, and 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.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. 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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