Job Description

Company Description

Taylor & Francis Group an Informa Business

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential.

To find out more about our business and the great career opportunities please go to our Careers Site:



Service Desk Analyst I (Delhi)

We are looking to add a Service Desk Analyst I to our Technology team. You will be part of a team of technical support analyst with various skills sets. Providing top notch technical support to our Taylor and Francis colleagues. In this role, you will be working closely with stakeholders and users in order to provide a pleasant user experience and will report to the Head of IT Operations and Development, India. You will be an important member of the team in helping us drive success through digital transformation.

This role is responsible for providing effective day-to-day delivery of First line support services and functions. The Service Desk Analyst role will be expected to resolve issues 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

KEY RESPONSIBILITIES:

To provide 1st line support services, working alongside the Service Desk to form part of the Service & Support Team.

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.

Build and develop relationships between all support teams, inclusive of Desktop Support, Support Desk and Technical Infrastructure teams

Working closely with current systems and support staff and identifying current or pending areas of concern, and opportunities for growth or consolidation.

Email, Phone and desk-side technical support of Windows/Mac workstations and related software.

Active Directory administration.

Office 365 administration.

Ensures all incidents and requests are logged and updated in ordinance with agreed upon SLAs.

Ensure to maintain our assets list at given point of time.

Qualifications

To be successful the ideal candidate will have:

Min 4-5 years of experience.

Must have experience in Windows hardware & Software support

Previous experience in a technical support role

Excellent customer service skills

Must have experience in Service Now.

Able to manage a high-volume workload in a professional manner

Good communication skills both written and verbal

Must be located in Delhi(NCR).

Additional Information

What we offer in return:

• 24 days annual leave
• 4 volunteering days annually
• Day off for your birthday
• Pension contributions
• Medical insurance for self and dependents; life cover and personal accident cover for self
• Seasonal social and charitable events
• Training and development
• Blended style and flexi working time
• Right tools for remote working

Additional Information:
You must have the right to work and live in India. This role is based at our Delhi office.