Job Title: Senior IT Service Delivery Analyst

Location: Bangalore, India

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 Division:

 

Group IT enables the organisation 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 organisation across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group IT support all our users globally, manage the information security operation and safeguard all our assets. Our core Group IT functions include: Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. Group IT has a global presence across all regions with over 200 staff.

 

About The Role:

 

The successful candidate will join Group IT 1st Line Support Team as a Senior Analyst reporting to the Group IT Service Desk Manager. This team provides IT support services to over 4500 end users across the globe. This role offers an individual with the intermediate skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support.

Working with the Group IT Service Desk Manager, the role will suit someone with a proven record of customer satisfaction, to assist with support and reporting of all aspects on the IT Service Delivery. This is a senior hands-on role managing the effective day-to-day operations delivery of by the Group

IT 1st Line Support Team to the business, contributing to the overall efficiency of RWS’s Group IT Service Delivery function.

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 and also deal with any escalated support calls from within the Global IT 1st Line Support Team.

· Manage Service Centre tickets to ensure all cases are dealt with in a timely manner by adhering to the company's SLAs and additionally ensuring that the same is adhered to by the Global IT 1st Line Support Team. End user support may be provided face to face, via phone, email or Teams.

· 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.

· Performing both basic and intermediate level technical troubleshooting for issues/problems as per the scope defined.

· Act as a technical contact for the IT Service Delivery Analysts for any guidance or training required by them to handle the IT tickets.

· Keeping track of all issues handled by Global IT 1st Line Support Team through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.

· Handle or assist the IT Service Delivery Analyst in handling complex incidents and appropriately escalated to 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.

· Responsible for planning and organising daily workload. This includes assigning and prioritising 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 Group IT 1st Line Support team through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, up dated and closed on completion.

· Following security processes in line with company processes and regulations.

· Follow procedures, maintain documentation and standards and collate and submit asset information as required.

· Responsible for administering process and procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of IT Service Delivery functions.

· Partner with the other Group IT Service Delivery teams and ensure that IT Service Delivery documentations and runbooks are up-to-date.

· Assisting the Group IT Service Desk Manager for any service handover process to the Group IT 1st Line Support/Helpdesk team and ensuring that all mandatory clauses/points within the pre-defined Service Introduction or Handover process flow checklist has been adhered to and completed.

 

 

· Act as a primary point of escalation for IT Service Delivery Analysts within specific shift rotas for issues relating to service delivery and management processes which requires the post holder to either handle the escalated service/incident requests by oneself or escalate further to Group IT Service Desk Manager or via the defined escalation path as appropriate.

· Assist and work with Group IT Service Desk Manager to identify areas of development or improvement within the Group IT 1st Line Support team and provide inputs to designing the training programs/plans for the team.

· May require to act as liaison between Group IT 1st Line Support/Helpdesk team and other Group IT functions like Infrastructure, Cloud Services, Solutions Delivery or Networking teams under the supervision of the Group IT Service Desk Manager to identify issues or problems affecting the customers, effective communication is established and ensure that adequate technical details are shared and timely follow up seeking updates is done to accurately identify problems within various IT areas.

· Responsible for leading and mentoring the IT Service Delivery Analysts to provide high quality and efficient customer service and resolution of all IT issues through coaching, problem solving and workload management.

· Must be able to provide exemplary customer service. Lead in the development of good customer service practices

· Undertake any other duties as assigned of a similar level and responsibility as may be required from time to time.

· 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:

 

Qualifications;

Essential

· Bachelor’s degree in Science or Computers

Desirable

· Foundation Certificate in ITIL

 

Skills

Essential

· The ideal candidate should possess the intermediate level of working knowledge and hands-on experience on the following technical areas:

· Windows Server 2008/2012/2016

· Microsoft Office and Active directory

· Microsoft O365 and related apps

· Windows Desktop 7/10

· Microsoft Exchange

· Scripting in PowerShell , batch files or VBScripts

· Networking protocols TCP/IP

· Antivirus technologies

· Internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN

· Working knowledge of ITSM/ITIL tool sets and processes by developing, implementing and improving a process based service management framework.

· Demonstrated ability to manage small scale projects and tasks and prioritize business needs against IT resource availability.

· Excellent verbal and written communication skills (English)

· Good Interpersonal, relationship-building and networking skills.

· 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.

· PC literate with working knowledge and practical experience of using Email and Microsoft packages

· Willingness to work in shift-based schedule.

 

Desirable

· Logical and methodical approach to working

· Knowledge of Mac OSX

· Virtualization (Hyper-V, VMware)

 

Experience

Essential

· 3 – 4 years’ experience within an IT support environment specifically in Helpdesk/IT 1st Line role.

Desirable

· At least 1 year experience in Application support

Personal

Essential

· Customer-focused approach to dealing with service and incident requests.

· Excellent inter-personal skills: diplomatic and able to inspire user and employee confidence.

· Ability to work effectively with various types of end-users.

· Ability to work under pressure efficiently.

· Ability to multi-task, prioritize and manage workload.

· Self-motivated and self-reliant with ability to work independently.

· Excellent attention to detail and be pro-active, hardworking and patient.

· Good IT skills (as defined in the Competencies section above).

· Ability to excel both independently as well as part of a team.

· Professional –punctual, reliable, trustworthy, inspires confidence.

· Applicant should have willingness toward self-improvement and continuous learning.

 

 

 

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drive 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.