2nd Line Support Analyst

Company Description
**Informa** is a leading international intelligence, events and scholarly research group.

We're here to champion the specialist. Through hundreds of brands and a range of products and services, we connect businesses and professionals with the knowledge they need to learn more, know more and do more.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 10,000 colleagues working in more than 30 countries.

Informa’s divisions include:
**Informa Connect** delivers specialist content and live experiences through in-person events, virtual events and digital platforms and services, enabling businesses and professionals to meet, connect, learn and share knowledge.

**Informa Intelligence** provides critical data and specialist intelligence to businesses looking to make better informed decisions, spot opportunities and gain competitive edge.

**Informa Markets** connects buyers and sellers and supports the flow of business and trade in over a dozen specialist markets.

**Informa Tech** aims to inspire the global technology community to design, build and run a better digital world. Our leading tech brands provide research, media, training and events that inform, educate and connect businesses and professionals working in technology.

**Taylor & Francis** is specialist in scholarly research and in helping academic and research communities make new breakthroughs.

**Global Support** is Informa's sixth division, with hubs in the United Kingdom, United States and Singapore.

As the team behind the teams, Global Support colleagues provide shared, efficient business services and function-specific expertise to each of Informa's operating divisions, enabling our commercial teams to focus on their markets and customers.

**Job Description**:
Embrace Informa colleague end user experience and be the ambassador of Group 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 Service Desk and Onsite service analysts.

It reports to the Head of Global 2nd Line Support Services, within the Service Operations tower of 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 Technology.

**Qualifications**:

- Proven experience within an IT support role - ideally within a large organization working to SLAs and KPIs
- Highly customer focused
- Highly organized 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 ticket handling system
- O365 Exchange Online
- Windows 10
- Mac OS
- Active Directory/ Azure Active Directory
- Basic Networking (TCP/IP)
- Microsoft System Center Configuration Manager (SCCM)
- Microsoft Endpoint Manager (Intune)
- Virtual and physical desktop support
- Hardware and software inventory systems
- Mobile Device support (including Smart phones and iPhone/iPad support)
- Telephony support in