IT Service Delivery Analyst

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.

Key Responsibilities

• Providing a high level of customer service: IT Support, ticket management, troubleshooting...
• Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level).
• 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.
• 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
• Windows Server 2008/2012/2016
• Microsoft Office, Active directory
• Microsoft Office 365 Admin experience
• Windows Desktop 10
• Good verbal and written communication skills (English)
• Willingness to work in a shift-based schedule.

Desirable

• Foundation Certificate in ITIL
• Citrix
• 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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