On-site Service Desk Analyst (1st line)

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals.

We have a fantastic opportunity for an On-site Service Desk Analyst to join our small but very busy UK-based Service Desk team at our Milton Park office hub in Abingdon-on-Thames, Oxfordshire. This would be a fantastic opportunity for someone looking to take their next step in IT support, and who relishes the challenge of working for a global organisation with often complex and varied systems-based requirements.

As a Service Desk Analyst you will:

• Receive and record all calls from customers/business colleagues and manage and prioritize numerous open cases.
• Ensure colleagues are kept informed of the status and progress of incidents and requests.
• Work within Service Level Agreements (SLAs).
• Diagnose and solve hardware and software incidents or escalate within SLAs.
• Ensure all tickets have been categorized, triaged, updated, dispatched, and closed within SLAs.
• Escalate tickets as needed or appropriate to 2nd line support/management.
• Use break-fix instructions to resolve customer issues quickly.
• Order and configure new kit as necessary.
• Application account provisioning and administration.
• Provide onsite deskside and meeting room support as needed.
• Ensure new recruits receive a professional induction from IT and that their workstations and user accounts are set up within SLA.
• Provide specific and professional support to the executive team to ensure issue-free meetings.

In order to be successful in this role you will:

• Have training in the computing field or equivalent.
• Have an ITIL Foundation certification (desirable).
• Have some knowledge/awareness of cyber security issues.
• Have strong hardware knowledge including connectivity related issues.
• Have some knowledge/awareness of networking.
• Have experience of providing IT support in a busy customer-focused environment, and offer a first class customer experience (even when operating under pressure).
• Be used to and comfortable with managing a heavy and varied workload.
• Be able to communicate effectively with non-technical customers.
• Be a true team player.
• Have a solutions-focused mindset.
• Be able to perform light physical work such as lifting/moving monitors and workstations.

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Milton Park, Abingdon office to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time. In addition to this you must also be able to come into the office on other days where needed (e.g. when one of the team is on holiday).

What we offer in return:

• An excellent work/life balance with a fantastic, flexible working culture.
• 25 days annual leave per year plus a day off for your birthday.
• 3 additional discretionary days off during the holiday season at the end of the year.
• 4 paid volunteering days each year.
• Company funded single cover private medical insurance.
• Employee assistance programme – offering 24/7 well-being support.
• Share Match – Plan that matches every share purchased with two free shares.
• Life assurance, plus optical and medical care.

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves.