北京招聘

职位描述：

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 Desk team that is responsible for providing effective day-to-day delivery of first line support services and functions. The Service Desk Team is 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:

-Provide Hands on / remote—1st level support for IT operational issues.

-Ensure all incidents are logged in Service desk tool.

-Updating incident and service request in a timely manner.

-Helpdesk Functions & Tele Communications.

-Providing ad-hoc user support and training for supported software / applications.

-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, applications, etc. used within the Service Desk; where necessary training and assistance are provided.

-Ensure good communication and ensure that all information given is up to date, accurate and appropriate.

-Maintain and develop the Informa Knowledge Centre 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.

KEY PRIORITIES

-Ensure Customer Satisfaction are achieved by Service Desk team.

-To work closely with Service Desk, Support Desk and other IT teams across the Global Support division to ensure TMEP requirements are met.

-Monitor the Service Now queue for IT Service Desk and ensuring all incidents and requests are accepted and responded to in line with SLA.

-Receive, analyse and record all requests in line with established systems and procedures, ensuring all customers are responded effectively, efficiently and in courteous manner keeping them informed as to progress of any request.

-Be familiar with systems, services, processes, etc. used within the Service Desk where necessary, provided in Service Desk training on these systems.

TECHNICAL DUTIES

-Provide on-site and/or remote—1st level support for IT operational issues.

-Ensure all incidents are logged in Service Desk tool - ServiceNow.

-Excellent customer service and communication skills.

-Quick to grasp and provide timely resolutions.

-To improve self on receiving constructive criticism from Line Manager.

-Work towards achieving timely updates and reports.

-Passionate about learning new technologies and improving services and support for the region.

KNOWLEDGE

-Windows 7 /10 / (Mac OS – advantage)

-Basic Office 365 – Exchange Email System

-Microsoft Office 2013 / 2016

-Basic Network Connectivity – TCP/IP / Wireless

-Basic Mobile Device Support (including Smart phones and Iphone/Ipad support)

-MDT / File & Print Server/ Network Shares

-Software Center / SCCM (Software Center Configuration Manager)

-Basic experience of working on desktops and laptops (Dell / MAC machines)

-Basic knowledge of MS Windows 7/10.

-Basic knowledge of User Accounts / Security Group / Distribution List in Windows Active Directory

-Cisco Call Manager – CUCM

-Knowledge of ITIL/ITIL v3 Foundation/ITSM

-Experience of using Service Management tools (ServiceNow experience would be an advantage)

SKILLS & ABILITIES

-Communications skills in English are required.

-Ability to pro-actively seek solutions to problems.

-Must be flexible and able to work or attend meetings beyond out of business hours if required.

-Able to work under pressure.

-Possess customer service skills.

-Good interpersonal skills.

-Good understanding of IT within a corporate environment, especially across a 1st line support function.

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Informa is a leading business intelligence, academic publishing, knowledge and events group. We help customers in hundreds of professional, commercial and academic communities connect and learn, and create and provide access to content and intelligence so they can work smarter and make better decisions faster.

Informa Markets is one of the divisions of Informa Group, creates platforms for industries and specialist markets to trade, innovate and grow.

Our portfolio is comprised of more than 550 international B2B events and brands in markets including Healthcare & Pharmaceuticals, Infrastructure, Construction & Real Estate, Fashion & Apparel, Hospitality, Food & Beverage, and Health & Nutrition, among others. We provide customers and partners around the globe with opportunities to engage, experience and do business through face-to face exhibitions, specialist digital content and actionable data solutions. As the world’s leading exhibitions organiser, we bring a diverse range of specialist markets to life, unlocking opportunities and helping them to thrive 365 days of the year.

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