Job Title: IT Service Delivery Analyst

Location: Bengaluru

About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

 

RWS Language & Content Technology division: offering the latest innovations in language and content management technology to help enterprises engage with global audiences – across any device. Our language technology enables enterprises to automate and manage the entire content lifecycle. And our web content and structured content management technology supports the creation, translation and delivery of global content at scale – in ways that are efficient, secure and compliant. The combination of our language and content technology – enhanced with state-of-the art Machine Learning – offers the capability to manage the ‘end-to-end’ translation supply chain

 

About The Role:

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 Global IT 1^st Line Support Team, part of the RWS’s Global IT Team. This team provide IT support services to over 4000 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 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.

 

 

 

Responsibilities:

Delivery of 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 Skype.
• 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 1^st 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, up dated 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 the 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.

 

 

Location/Mobility

• The post holder will not be required to travel between RWS offices as this is a remote support role.

Data Protection

• The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

General

• This job description is not exhaustive and can be altered in consultation with the post holder.
• The post holder will be required to work in shift based schedules which includes working on weekends and public holidays.

The role is desk-based and the post holder will be required to work from their office work stations.

 

Requirements:

• The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
• Windows Server 2008/2012/2016
• Microsoft Office, Active directory and O365
• 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
• 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.

 

 

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch 
 
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration. 
 
We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.