Role Profile SUPPORT DESK ANAYLST TIER 2

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1 Role Profile SUPPORT DESK ANAYLST TIER 2

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 Support Desk Analyst T2 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 Support Desk Analyst T2 Informa PLC 3

4 ROLE SUMMARY SUPPORT DESK ANALYST TIER 2 Informa plc is the leading provider of specialist information to the global academic and scientific, professional and commercial communities via publishing, conferences and events. Enterprise Technology Services (ETS) supports 10 market-facing divisions that together represent c 1.1 billion revenue. The business has experienced a challenging but exciting period of growth over the last few years, 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 KEY RESPONSIBILITIES: possible, drive greater development, efficiencies and synergies. 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 and security. Using a hybrid of industry best practices, known internally as the Technology Minimum Expected Practices (TMEPs), 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. To provide 2 nd line support services, working alongside the Service Desk to form part of the Service & Support Team, to all UK Informa staff via ServiceNow web self-service, phone, and . This role will ensure appropriate levels of support are delivered across all sites and office locations, resolve incidents and action requests as required by performing an accurate diagnosis and implementing an appropriate solution. It will be important to monitor and escalate incidents and requests against defined service levels. As appropriate, the successful candidate will build and develop relationships between all support teams, including Desktop Support, Service Desk and Technical Infrastructure; this is very much a hands-on role. There will be a requirement to provide Break/fix solutions to all systems/ databases provided by the expert Enterprise Technical teams. GENERAL RESPONSIBILITIES Priorities To work closely with the Service Desk and expert teams to ensure timely resolutions are provided to Customer queries. To carry out root cause analysis work to ensure we are taking a proactive approach to providing support to our Customers. To act as Mentor to Service desk analysts providing technical guidance and expertise in the defined areas. To work closely with Technical Infrastructure and Desktop teams across the UK to ensure their requirements are met. Functions 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 levels. Support desk Analyst 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. Provide technical advice and expertise in relation to desktop hardware and software. Monitoring and Trend analysis of the running environment based on agreed KPI s. Working closely with current systems and support staff and identifying current or pending areas of concern, and opportunities for growth or consolidation. Key Outputs To deal with all escalated tickets from Service Desk / Local Support Teams. 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 requests. Role Profile Support Desk Analyst T2 Informa PLC 4

5 Be familiar with systems, processes, reports, etc. used within the IT Provision, where necessary providing training and assistance on these systems to the Service Desk. Ensure that all work is carried out to the agreed business and departmental standards, e.g. ITIL. Challenge and improve operational processes and conform to the Informa SD guidelines, standards, policies and procedures. Ensure good communication at all levels. Make sure that all information given is up to date, accurate and appropriate. Ensure the Informa IT standards, policies and image is upheld at all times. Provide advice and guidance in your area of expertise within IT and across the Informa Service & Support tasks. Build relationships with the Service Desk team, Support teams, Project Team, suppliers and senior management within UK Technology. Contribute to relevant regional Support, Applications and Infrastructure developments. Continually seek ways of improving the efficiency and effectiveness of the team, in order to reduce costs and/or improve quality. 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 by the Service & Support Manager. Maintain, update, and make available, full documentation for installed/updated Hardware, software and configuration items within in-house Knowledge centre. Champion the Knowledge Centre guidelines and processes and ensure this is continually being adhered to. Ensure all developments, changes to live; test systems follow the Change Management process before implementation. To investigate, diagnose and resolve tickets within the defined Support scope. SKILLS & ABILITIES ITIL v3 Foundation SDi Service Desk Analyst Experience of Incident management and ticketing software. Windows 7 / 8 /10 MAC OS knowledge DNS / DHCP Exchange Microsoft Office 365 Network Connectivity TCP/IP Network Administration Active Directory Mobile Device support (including Smart phones and iphone/ipad support) SCCM Telephony support inclusive of Call Manager, Cisco, Softphone support SharePoint Knowledge of PC technologies and desktop/server hardware and software Role Profile Support Desk Analyst T2 Informa PLC 5

6 Experience of using Service Management tools (ServiceNow experience would be an advantage) Ability to prioritise and manage the day to day activities whilst still being able to construct an appropriate plan for the future Ability to manage and lead projects from start to finish Ability to act on your own initiative whilst being flexible and pragmatic in approach Good interpersonal skills Good understanding of IT within a corporate environment, especially across a 1st and 2nd line support function CHARACTER QUALITIES SOUGHT Excellent verbal & written communications skills in English are required Must have good oral, presentation and written communication skills Ability to organise and prioritise own and others workloads as well as work on own initiative. Ability to pro-actively seek solutions to problems Must have a get up and go attitude Ability to proactively seek out avenues of improvement for all services being provided by Service & Support Team. Should 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. Keen to learn new skills Must be flexible and able to work out of hours where required. Be able to work under pressure Customer centric FURTHER INFORMATION Informa Half Year 2015 Results Informa About Us Role Profile Support Desk Analyst T2 Informa PLC 6