Platform Administrator

This 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 Global IT 1st Line Support Team, part of RWS’s Group IT Team. This team provide 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.RWS’s 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. 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 Technology

Group 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.

Key Responsibilities

Service Desk Platform:

• Responsible and accountable for implementing systems changes within the Group Technologies Service Desk Platform (Ivanti Neurons)
• Research the desired improvements and upgrades within the Service Desk Platform, understand any associated risks, timescales and required Change Control requirements such that enhancements and upgrades can be carried out seamlessly with minimal impact to end users
• Liaise with Service Desk Platform manufacturer for additional support / guidance and where required fault resolution with the product
• Perform weekly and monthly platform administrative duties, to ensure the platform is working to its very best potential

Delivery Support Services:

• Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service
• Responsible and accountable for the tracking of incidents 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 SLA’s
• 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 Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, 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 1st Level), within agreed time limits
• Escalate complex incidents to appropriate 2nd line or 3rd 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 RWS’s pan Global user base
• Responsible for the management of all issues assigned to them through the Service Centre 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
• Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met
• Following security processes in 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 advanced investigation on the issue
• Collaborate with other Global IT 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 application side
• As part of continued development, the role will require ad-hoc project work to be carried out

Skills & Experience

• 2 – 3 years’ experience within an IT support environment
• Knowledge of Ivanti Neurons or equivalent Service Desk tool
• Microsoft Office, Active directory
• Windows Server 2008/2012/2016
• 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
• Proven expertise in reducing call volumes through 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 interpersonal skills
• PC literate with working knowledge of using Email and Microsoft packages
• Willingness to work in shift-based schedule

At RWS, we’re 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’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ 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’ll 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 Values 

                  Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

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 characteristics

Recruitment 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.