Role Profile SERVICE DESK TEAM LEAD (TIER 1)

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1 Role Profile SERVICE DESK TEAM LEAD (TIER 1)

2 COMPANY OVERVIEW Informa is one of the world s leading knowledge providers. We create and deliver highly specialised information through publishing, events, training, market intelligence and expertise, providing valuable knowledge to individuals, businesses and organisations worldwide. The Academic Publishing Division publishes specialist books and journals. Operating as the Taylor & Francis Group, it is recognised internationally as one of the world s leading education publishers through its five main imprints: Taylor & Francis, Routledge, CRC Press, Garland Science and Cogent OA. It has a portfolio of more than 110,000 book titles and 2,400 journals available in both print and digital formats, across subject areas within Humanities and Social Sciences, and Science, Technology and Medicine. The Business Intelligence Division provides specialist data, intelligence and insight to businesses, helping them make better decisions, gain competitive advantage and enhance return on investment. It has a portfolio of more than 100 digital subscription products, providing critical intelligence to niche communities within five core industry verticals: Pharma & Healthcare, Finance, Maritime & Law, TMT, and Agriculture & Food. The Global Exhibitions Division organises transaction-oriented Exhibitions and trade shows, which provide buyers and sellers across different industries and communities with a powerful platform to meet face to face, build relationships and conduct business. Informa has a portfolio of over 150 Exhibitions, serving a number of core verticals, including Health & Nutrition, Beauty, Property & Construction and Pop Culture. The Knowledge & Networking Division incorporates all of the Group s training, learning, conference, advisory and congress businesses. It organises content-driven events and programmes that provide a platform for communities to meet, network and share knowledge. It runs around 3,000 conferences and training events across the globe each year, covering a range of subject areas, but with a particular focus on Life Sciences, TMT and Finance. The fifth division is Global Support, which is right at the heart of Informa. Global Support ensures the business meets our obligations, protects our assets, collaborates across divisions and ensures all operations consistently run to the highest standards. The Group Finance function along with Strategy and Business Planning, Technology, Corporate Finance, Group Treasury, Group Tax, HR, IPCo, Legal and Shared Services ensure together that all operations run consistently across the business, to the highest standards. Globally Informa has over 150 offices in more than 43 countries and employs 6,500 staff around the world. Role Profile Service Desk Team Leader Informa PLC 2

3 GUIDING PRINCIPLES Our guiding principles represent a clear statement of what we believe in, they define our goals and provide a focus for all our activities. These principles individually may not be unique but together help to define us and help make our company easier to understand, which makes us easier to trust and consequently easier to do business with. Companies with a clear view of what they stand for have a powerful sense of purpose that helps them to perform better and last longer. These principles also help define our ethical viewpoint, which is important as a company is influenced by what it believes in. Employees are drawn to companies that share their ethos; customers and partners want to do business with people that work to similar standards and ideals. Individual businesses within Informa may have their own values, which focus on particular aspects or traits, but overall they support and contribute to the Informa Guiding Principles. They are the same throughout the world, reflecting the way we operate. They are flexible enough to adapt to different cultures whilst giving us a common, consistent approach. Commercially focused - Informa is a business and as a business we have an obligation to all our stakeholders to be as profitable as we can. We achieve this by understanding our customer s needs, evaluating our offer and identifying potential new revenue streams. This ensures our products and services deliver real value to individuals and their organisations. Acting with responsibility - We aim to be honest and fair in all we do. We treat people with respect regardless of their background, lifestyle or position. Our commitment to Corporate Responsibility reflects our recognition that our customers, people, shareholders and communities increasingly favour companies that work in a responsible and sustainable way. Excellence in all we do - We put quality first, constantly looking for better and more innovative ways to create, produce and deliver our product and services. We keep our customer in mind at all times and always try to meet and exceed their expectations by delivering the best possible results. Freedom to succeed - We give our people the space and support they need to perform their roles to the best of their ability, we encourage them to make their own decisions and be responsible for the outcomes and not be hampered by bureaucracy or consensus decision making. Role Profile Service Desk Team Leader Informa PLC 3

4 ROLE SUMMARY SERVICE DESK TEAM LEAD T1 Enterprise Technology Services (ETS) supports 4 market-facing divisions that together represent c 1.1 billion revenue. The business is enjoying an exciting period of growth, largely through several high profile acquisitions and organic growth. Over the last 12 months, the focus has been to improve IT service delivery to the business and the effective management of strategic vendors and third party service providers, to deliver the best service possible. To drive greater development, efficiencies and synergies within the IT provision. ETS encapsulates a broad range of hosting, network, application and IT support disciplines, in order to provide our customers with high quality value added IT services. Using a hybrid of industry best practices, known internally as the Technology Minimum Expected Practices (TMEP s), as a framework for the provision of IT services, ETS offers high availability services, monitoring and reporting as an integral IT service delivery partner for Informa, aligned to common business goals. This role is part of the Service & Support team that is responsible for providing effective day-today delivery of first and second line support services and functions. The Service & Support Team will be expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests. KEY RESPONSIBILITIES: To understand the business that makes up Informa Group and ensure Service & Support services are aligned to support them. To provide leadership and technical support to the APAC IT Service Desk. To provide first and second line support services to all Global Support (plus any discretionary services provided to Informa Group) staff via Service Now self-service, phone and . Resolve incidents and action requests as required by performing an accurate diagnosis and implementing an appropriate solution. Monitor and escalate incidents and requests against defined service level targets. Provide technical advice and expertise in relation to desktop hardware and software. Become the owner of customer satisfaction across the business. TECHNICAL DUTIES Leadership on all aspects of Service and Support within the Global Support division of Informa. Ensure the successful handover of projects to the live environment. On-going maintenance, minor upgrades and support for the Desktop operating environment. Monitoring and trending analysis of the running environment based on agreed KPI s Outage/Performance resolution and escalation. Communicating outages and service disruption to the APAC businesses. Contribute to the Knowledgebase function which forms part of the Service Now global document library. Work closely with technical support staff to identify current or pending areas of concern and opportunities for growth or consolidation. Provide a comprehensive VIP support function to the exec team for Informa Group Key Priorities Ensure high levels of Customer Satisfaction are achieved by all support teams. Role Profile Service Desk Team Leader Informa PLC 4

5 Development of a strategy for Service & Support team which reflects the changing needs of the Group as outlined by the Chief Technology officer and Head of Service & Support. To engage team members in the vision in order to deliver the strategy. To work closely with other IT teams across the Global Support division to ensure their requirements are met. To have complete understanding of all the areas under your responsibility. To manage all staff in your team appropriately to ensure maximum performance is met or exceeded and to increase quality of service through continual service improvement. Provide team leadership to the APAC IT Service Desk team. Oversee shifts of the Service Desk Analyst s to ensure sufficient cover of the Service Desk at all times. Monitor and supervise the Service Now queue for IT Service and support ensuring all incidents and requests are accepted and responded to in line with the SLA. Provide weekly and monthly status reports in line with the Enterprise IT support structure. Receive, analyse and record all requests in line with established systems and procedures, ensuring that all customers are dealt with in a speedy, effective, efficient and courteous manner keeping them informed as to progress of any request. Be familiar with systems, processes, reports, etc. used within the Service & Support, where necessary providing training and assistance on these systems. Challenge and improve operational processes and conform to the Informa Service & Support guidelines, standards, policies and procedures. Ensuring that all work is carried out to the agreed business and departmental standards, e.g. ITIL, ISO9001, ISO & ISO Ensure good communication at all levels. Make sure that all information given is up to date, accurate and appropriate. Provide advice and guidance in your area of expertise within IT and across the Informa Service & Support. Build relationships with the Support teams, PMO, Change Management, Security Officer, Enterprise IT Senior Management Team, Enterprise IT Management Teams and Suppliers. Contributing to relevant regional Support, Applications and Infrastructure developments. Contribute to service development so that services are reviewed and developed in line with Informa Service & Support priorities and customer need. Continually seek ways of improving the efficiency and effectiveness of the team, in order to reduce costs and/or improve quality. Participate in the Informa Service & Support training initiatives, ensuring that you actively develop and improve the skill set of the team. Carry out general administrative duties to assist in the provision of an effective and efficient service as required by your position. Carry out any other duties, required of the position, as determined from time to time by the Enterprise IT Management team. Produce weekly and monthly KPI report to ensure that the Service & Support are meeting the requirements set by the business. When needed, mentor/guide other IT divisions across the company. Analysis of data and report on trends to the businesses supported. To be able to successfully integrate new technologies into Service & Support, ensuring that these are documented and that all Service & Support staff has been trained. Implement best practice across the business. To be able to supervise the resources available. Role Profile Service Desk Team Leader Informa PLC 5

6 KNOWLEDGE Hands on technical skills. Good understanding of IT within a corporate environment, especially across a 1st and 2nd line support function. Able to escalate within intra and inter teams. Exposure to a customer service environment. Highly developed interpersonal skills with excellent communication and customer care skills Good technical understanding of Windows 7 & 10, Active Directory, SCCM, Networking technologies, Office 365, Basic CUCM, BES and Exchange. ITIL v3 Foundation and industry best practice in ICT required Line management experience in a service/support environment or similar technical environment Ability to delegate. Ability to assimilate the needs of the business and be reactive. Ability to act on your own initiative whilst being flexible and pragmatic in approach. Ability to manage and lead projects from start to finish. SKILLS & ABILITIES Excellent verbal and written communications skills in English are required. Passion for technology and an enthusiasm for innovation. Must be able to establish work priorities and work with both staff and colleagues in resolving conflicts of time and resource. Ability to organise and prioritise own and others workload as well as work on own initiative. Ability to pro-actively seek solutions to problems Must have excellent customer relationship and client management skills. Must be flexible and able to work out of hours where required. Must have a good knowledge and understanding of ITIL and ITIL related processes and be qualified to minimum ITIL v3 Foundation level. Be able to work under pressure. Excellent customer service skills. Ability to motivate others. Possesses a positive can do attitude MUST HAVE A GET UP AND GO ATTITUDE.FURTHER INFORMATION Informa About Us Informa Year 2015 Results Role Profile Service Desk Team Leader Informa PLC 6

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