Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

2nd Line Support Analyst

Informa Global Support

2nd Line Support Analyst

Irving, TX
Full Time
Paid
  • Responsibilities

    Job Description

    Embrace Informa colleague end user experience and be the ambassador of Group Operations Technology Services IT by providing excellent service delivery and possessing a ‘customer first’ attitude and mindset.

    This role provides 2nd level technical support to successfully resolve complex and in-depth technical incidents, problems and requests. It acts as an escalation point from 1st line and Onsite service analysts.

    It reports to the Head of Global 2nd Line Support Services, within the Service Operations & Management team within Informa Group Technology

    2nd Line Support in Informa provides services to the Centralised Service Desk and Onsite Service teams for complex and next level technical issues and requests, allowing the 1st line support resources to process and resolve tickets in a timely manner. 2nd line support resources typically have a greater level of technical expertise than 1st level analysts and possess elevated access and authority levels where appropriate.

    • Provide 2nd level technical support

    • Assist 1st line resources with complex tickets on request

    • Accept ticket escalations from 1st line resources

    • Train/educate 1st line resources and promote ‘shift left’ behaviour

    • Educate Informa colleagues as appropriate

    Key Responsibilities are:

    • Provide 2nd level technical support

    • Assist 1st line resources and Onsite Service Analysts (OSA) with complex tickets on request

    • Accept ticket escalations from OSAs and 1st line resources

    • Ensure SLAs and key metrics are met and adhered to

    • Participate and provide support to M&A activity and other projects as required

    • Train/educate 1st line resources and OSAs and promote ‘shift left’ behaviour

    • Educate Informa colleagues as appropriate

    • Seek and implement continuous improvements within the team

    • Build relationships with 1st line, OSAs and 3rd line teams that promotes teamwork and effective working

    • Focus on improving the end-user experience of all Informa colleagues with respect to IT services delivered by Informa Group Operations Technology Services.

    The role will be US based, but is expected to offer remote support to colleagues in all regions globally.

    In-office support may be required on occasion, but majority of support is provided remotely and balanced working is promoted with a flexible approach to time spent working from home or in the office.

  • Qualifications

    Qualifications

    • 3 to 5 years’ experience within an IT support role – ideally within a large organisation working to SLAs and KPIs

    • Highly customer focussed

    • Highly organised and self-motivated

    • Good understanding of IT within a corporate ITIL based environment

    • Strong communication and interpersonal skills

    • Motivated and personable with a strong work ethic

    • Be able to provide training to new users and team members

    • Be able to work under pressure

    • Communicate well with all levels of the business including colleagues, management and VIPs

    • Ability to proactively seek out avenues of improvement for all services being provided by 2nd Line Support desk.

    Strong experience of the following technologies required

    • Service-Now or similar ITSM system

    • Office 365 (email, Teams, SharePoint, OneDrive, Office)

    • Mimecast

    • Active Directory and Azure Active Directory

    • Intune / Microsoft Endpoint Manager

    • Microsoft System Center Configuration Manager (SCCM)

    • Windows OS

    • Mac OS

    • Basic Networking (TCP/IP)

    • Virtual and physical desktop support

    • Hardware and software inventory systems

    • Mobile Device support (including Smart phones and iPhone/iPad support)

    *This posting will automatically expire on September 27, 2024.

    Additional Information

    Why work at Informa

    Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritizes promotions internally. Our benefits include:

    • Learning and development plan to assist with your career development
    • 15 days PTO plus 9 national holidays, 4 days for volunteering and a day off for your birthday!
    • Competitive Benefits with 401k match
    • Paid parental leave
    • Work with a high quality of specialist products and service
    • Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
    • ESPP - become a shareholder
    • The salary range for this position is $70K-$75K/YR depending on experience.

    We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

    See how Informa handles your personal data when you apply for a job here.