Job Description

Job PurposeThis exciting, fast-paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. The successful candidate will join the 2nd Line Support Team, part of RWSxe2x80x99s Group Technology Team. This team provides IT support services to over 8000 end users across the globe.This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support. RWSxe2x80x99s focus is to grow a first-class internal IT operation, which provides the tools, procedures, methods, support and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24x5 with occasional evening/weekend work which is envisioned to scale to 24x7. The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.About Group TechnologyGroup Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Group Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS.With a global reach, Group Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Group Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.Job OverviewKey Responsibilities

• Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolving by providing a high level of customer service.
• Responsible and accountable for the tracking of incidents, change management and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
• Interact with users to resolve IT-related issues and provide IT Support in a timely manner in line with company SLAxe2x80x99s.
• Provide end-user IT support for internal RWS employees, ensuring that the end-to-end customer experience is positive, consistent and high quality.
• Manage Service Desk (IVANTI) tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email , teamviewer or MS TEAMS.
• Performing basic and intermediate level technical troubleshooting for issues/problems as per the scope defined.
• Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
• Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 2nd Level), within agreed time limits.
• Escalate complex incidents to appropriate upper-line support members in line with company processes to ensure customer demands are met.
• Provide support for Windows operating system and software installations and upgrades using SCCM.
• Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies.
• Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high-priority calls to meet operational requirements. The types of support provided will include the use of remote-control software and email or phone call or chat support to RWSxe2x80x99s Global user base.
• Responsible for the management of all issues assigned to them through the Service Desk incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion.
• Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
• Following security processesin line with company processes and regulations.
• Follow procedures, maintain documentation and standards and collate and submit asset information as required.
• Gathering and documenting as much information as possible for the escalation teams to perform an advanced investigation on the issue
• Collaborate with other teams like Business Applications, etc., when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on the application side.
• As part of continued development, the role will require ad-hoc project work to be carried out.

Skills & Experience

• 8 xe2x80x9312 yearsxe2x80x99 experience within an IT support environment
• Bachelorxe2x80x99s degree in Science or Computers
• Windows Server 2012/2016/2019/2022
• Microsoft Office, Active directory and O365
• Windows Desktop 10/11
• Microsoft Exchange
• Basic Networking protocols TCP/IP
• Antivirustechnologies
• Internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)
• Expertise across multiple ITSM toolsets
• Proven expertise in reducing call volumesthrough trending and service improvement.
• Previous experience working within a customer-focused environment is essential.
• Strong fault-finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.
• Good verbal and written communication skills (English)
• Excellent email/telephone manner and good interpersonalskills
• PC literate with working knowledge of using Email and Microsoft packages
• Willingnessto work in shift-based schedule.

Desirable

• Foundation Certificate in ITIL
• Knowledge of Mac OSX
• Knowledge of ITIL
• Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)
• Experience in Application support

Life at RWSAt RWS, wexe2x80x99re 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 worldxe2x80x99s top 100 brands, more than three-quarters of Fortunexe2x80x99s 20 xe2x80x98Most Admired Companiesxe2x80x99 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.Over the past 20 years wexe2x80x99ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.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 youxe2x80x99ll 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 xe2x80x93 Partner, Pioneer, Progress xe2x80x93 and wexc2xb4ll 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.

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