IT Service Delivery Analyst

Join RWS’s Global IT 1st Line Support Team, delivering high-quality support to over 8,000 users worldwide. This fast-paced, internal-facing role requires a proactive, customer focused communicator who can play a key role in strengthening our internal IT operations as we scale globally. The role involves shift-based work (currently 24x5, with plans to move to 24x7) and occasional evenings or weekends.

About RWS Group Technology

Group 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.

Key Responsibilities

• Provide first line IT support by handling inbound emails, calls and tickets for both software and hardware issues, aiming for resolution at first contact with excellent customer service.
• Track and manage incidents and requests through their full lifecycle, ensuring accurate logging, timely resolution and adherence to company SLAs and categorisation protocols.
• Conduct technical troubleshooting at a basic to intermediate level, asking focused questions to diagnose issues and escalating to 2nd or 3rd line support when necessary.
• Deliver end-user support to internal RWS staff globally via face-to-face, phone, email, or MS Teams; maintaining high service quality across channels.
• Support systems and infrastructure, including Windows OS, SCCM-based software installs, VMware, Windows Server environments, storage and backup platforms.
• Maintain service documentation and asset data, following IT procedures, security protocols and contributing to continuous service improvement initiatives.
• Collaborate with cross-functional teams like Business Applications on resolution paths that require broader IT changes, while capturing detailed handover information.

Skills & Experience 

• 2 – 3 years’ experience within an IT support environment
• Microsoft Office 365 Admin experience
• Basic understanding of Citrix and remote workspace solutions
• Bachelor’s degree in science or computers
• Windows Server 2008/2012/2016
• Microsoft Office, Active directory
• Windows Desktop 7/10
• Microsoft Exchange
• Basic Networking protocols TCP/IP
• Antivirus technologies
• Internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN
• Expertise across multiple ITSM toolsets
• Managing the E2E Incident Lifecycle, including successful delivery against core KPI’s
• Knowledge of ITIL
• Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)
• 1 year experience in Application support

Desirable 

• Foundation Certificate in ITIL
• Logical and methodical approach to working.
• Knowledge of Mac OSX
• Knowledge of ITIL
• Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)

RWS is a content solutions company, powered by technology and human expertise. We grow the value of ideas, data and content by making sure organizations are understood. Everywhere. 

Our proprietary technology, 45+ AI patents and human experts help organizations bring ideas to market faster, build deeper relationships across borders and cultures, and enter new markets with confidence – growing their business and connecting them to a world of opportunities. 

It’s why over 80 of the world’s top 100 brands trust RWS to drive innovation, inform decisions and shape brand experiences. 

With 60+ global locations, across five continents, our teams work with businesses across almost all industries. Innovating since 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).  

RWS Values

We Partner, We Pioneer, We Progress – and we´ll Deliver together.

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

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