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
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:
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.
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