Role Profile SERVICE DESK ANALYST

Transcription

1 Role Profile SERVICE DESK ANALYST

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 Analyst 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 Analyst Informa PLC 3

4 ROLE SUMMARY SERVICE DESK ANALYST 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 KEY RESPONSIBILITIES: services, ETS offers high availability services, monitoring and reporting as an integral IT service delivery partner for Informa, aligned to common business goals. This position is part of a team that is responsible for providing effective day-to-day delivery of First / Second line support services and functions. The Service 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. It will also be necessary to provide technical advice and expertise in relation to desktop hardware and software, provide quick break fix solutions to customer queries and escalate those to the appropriate expert team within a defined time period ensuring information gathering is complete. To provide 1 st / 2 nd line support services, working alongside the Support Desk to form part of the Service & Support Team, to all Informa staff via ServiceNow web self-service, phone, and . 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. Monitor and escalate incidents and requests against defined service levels. Build and develop relationships between all support teams, inclusive of Desktop Support, Support Desk and Technical Infrastructure teams. TECHNICAL DUTIES To work closely with all support 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 work closely with all support teams across the informa group to ensure their requirements are met. 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. Service 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. Role Profile Service Desk Analyst Informa PLC 4

5 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. Own the development and support of the Knowledge Base function which forms part of the global document library. Working closely with current systems and support staff and identifying current or pending areas of concern, and opportunities for growth or consolidation. Assist with the management of the Service Desk shift rota to ensure sufficient cover of the Service Desk at all times. Collect and prepare management information as required. Monitor and supervise the Service Now queue ensuring all incidents and requests are accepted and responded in line with the Informa Service Desk SLAs. Ensure that all work conforms to the Informa quality standards and Service Desk expectations policy. To be the dedicated team to answer all Phone calls to the Service Desk. 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. Be familiar with systems, processes, reports, etc. used within the Service Desk, where necessary providing training and assistance on these systems. 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 Enterprise Technology services. 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 Team Leader. Maintain and develop the Informa Knowledgebase function and ensure the performance is continually monitored and recorded for evaluation and development. Maintain, update, and make available, full documentation for installed/updated Hardware, software and configuration items within in-house Knowledge centre. Champion the Knowledgebase 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. Use additional administration rights to resolve tickets within their remit. Role Profile Service Desk Analyst Informa PLC 5

6 To look and identify root causes to repeat issues being raised. Be responsible for managing Admin tasks (classifying tickets, allocate priorities, routing etc.) Implement and champion the Informa Service & Support Diversity and Equal Opportunity policies in both staffing issues and service delivery/development staff. Reduce the number of Abandoned and Overflowed phone calls. Reduce the waiting time to respond to tickets. To provide a friendly, efficient service to the customers. (Demonstrate good Customer Service Skills) Classify and Prioritise Tickets. Ensure key information is obtained from Customer related to their reported query (e.g. Error messages, Screenshots, network paths etc.) There may be an introduction of on-call weekend or evening support in the future The ideal applicant will preferably need to demonstrate the following knowledge, skills, abilities and qualifications: KNOWLEDGE ITIL v3 Foundation SDi Service Desk Analyst Windows 7 / 8 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 Experience of using Service Management tools (Service Now 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 Willingness to own incidents/problems/issues through to completion It would be an advantage to have the following skills: Windows Server 2008 or above Role Profile Service Desk Analyst Informa PLC 6

7 Network Administration - maintenance of Group Polices and scripts PowerShell SKILLS & ABILITIES 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 FURTHER INFORMATION Informa About Us Informa Year 2015 Results Role Profile Service Desk Analyst Informa PLC 7