Job Description

Job PurposeUnderpinning the IT Service support function, this role requires excellent attention to detail, written skills and an understanding of all things IT. A C1 level of written and spoken English will also be critical as Quality Assurance of technical documents will be key to the role. The successful candidate will join the Group\xe2\x80\x99s IT Service team within the wider RWS\xe2\x80\x99s Group Technology IT Team. This team provides IT support services to over 7500 end users across the globe.This role offers an individual the opportunity to expand their knowledge and understanding into all aspects of core IT administration, end user computing, networking, and business critical application support, as well as developing their documentation skills and quality assurance.RWS\xe2\x80\x99s focus is to grow a world-class internal IT operation, which provides the tools, procedures, methods, support, and infrastructure for a rapidly expanding global operation. The ideal candidate will be highly motivated with an excellent customer-focused approach and commitment to service deliveryAbout Group TechnologyGroup Technology enables the organization to achieve its strategic direction whilst driving shareholder value. The division establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organization across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group Technology support services to over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core Group Technology functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. Group Technology has a global presence across all regions with over 400 staff.Job OverviewKey Responsibilities

• Responsible for validating knowledge articles prior to publishing.
• Responsible for enforcing template standards and at times, reformatting documents etc., to be compliant
• Collaborating with senior technical representatives to ensure content is produced and kept updated
• Perform weekly and monthly knowledge platform administrative duties, to ensure the knowledge forum is working to its very best potential
• Responsible for producing weekly and monthly reports detailing the number of articles published, reviewed, relevance, accessed etc
• Responsible for reviewing ITSM platform tickets, identifying trends, such that major repetitive issues are documented in FAQ / Knowledge Articles so that end Users can start to self-resolve
• Driving a culture of documentation and chasing up on key individuals to ensure it is produced.
• Foster relationships and serve as the primary liaison between internal business units and the Service Operations Manager in order to expand the internal Knowledge base
• Provide advice based on internal and external Knowledge Management best practices
• Work on initiatives beyond the initial IT Service remit to contribute to further delivering the Knowledge Management proposition of Group Technology
• Share knowledge of processes, approaches, methods, tools with team colleagues, so it can be leveraged across Group IT.

Skills & ExperienceEssential

• 2 \xe2\x80\x93 3 years\xe2\x80\x99 experience within an IT support or IT Knowledge environment.
• Experience of technical writing and reviewing.
• The ideal candidate should possess some knowledge on the following technical areas:
• Windows Server 2008/2012/2016
• Microsoft Office, Active directory
• Microsoft Office 365 Admin experience
• Windows Desktop 7/10
• Microsoft Exchange
• Basic Networking protocols TCP/IP
• Basic understanding of Citrix and remote workspace solutions
• Antivirus technologies
• Internet technologies (WWW \\ FTP \\ EMAIL \\ TCP\\IP \\ VPN
• Expertise across multiple ITSM toolsets
• Previous experience working within a customer-focused environment is essential
• Excellent verbal and written communication skills (English)
• Experience of autonomous working. To be able to be set a task and see it through to completion

Desirable

• Knowledge of Ivanti Neurons or equivalent Service Desk tool
• Logical and methodical approach to working
• Knowledge of ITIL (Practitioner or above)
• Knowledge and previous experience in any other technology environment

Life at RWSAt RWS, we\xe2\x80\x99re here for one purpose: unlocking global understanding.As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.We work with over 80% of the world\xe2\x80\x99s top 100 brands, more than three-quarters of Fortune\xe2\x80\x99s 20 \xe2\x80\x98Most Admired Companies\xe2\x80\x99 and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you\xe2\x80\x99ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.RWS ValuesGet the 3Ps right \xe2\x80\x93 Partner, Pioneer, Progress \xe2\x80\x93 and we\xc2\xb4ll Deliver together as One RWS.For further information, please visit:RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristicsRecruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

RWS