It Service Delivery Analyst

Job Purpose This dynamic fast-paced internal-facing role requires a customer-focused communicator with the ability to take initiative and work both independently and collaboratively within a team The selected individual will join the Global IT 1st Line Support Team part of RWS s Group IT Team which provides IT support services to over 8 000 end users worldwide This role is ideal for someone with the skills to manage a team of service desk analysts and ensure the service desk delivers high-quality efficient support to the organization RWS is committed to developing a first-class internal IT operation that equips the organization with essential tools procedures methodologies support and infrastructure for a rapidly growing global enterprise This role requires working within shift-based schedules offering support 24x5 with occasional evening weekend work and an anticipated transition to a 24x7 model The ideal candidate will be highly motivated possess a strong customer-centric approach and demonstrate a commitment to service excellence 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 Job Overview Key Responsibilities Successfully trains and leads a team of Service Desk Associates with diverse skillsets Guides the Service Desk team ensuring effective resource utilization proactive performance monitoring and addressing any concerns Promotes IT best practices across the business Ensures timely and effective fulfillment of contracted client obligations for remote services whether permanent scheduled or ad hoc Assists in identifying and prioritizing areas for development Previous experience in IT business operations within a similar function Supports the development of efficient and effective relationships between the Service Desk entity clients regional helpdesks and support teams Experience working in a helpdesk or Service Desk environment Escalates high-priority incidents to internal and external teams as necessary and resolves complaints professionally Maintains an efficient cost-effective and customer-focused service desk Skills Experience 2 - 3 years in an IT support environment supporting diverse teams and customers Bachelor s degree in science or computers Windows Server 2008 2012 201 Microsoft Office Active Directory 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 Managing the end-to-end incident lifecycle while fostering an inclusive and collaborative team culture Monitoring and managing diverse team workloads schedules and shift rotations to ensure equity Planning and organizing shift rotations with fairness and accessibility Maintaining strong verbal and written communication skills English with an emphasis on inclusive language Ensuring performance levels align with targets set by the Service Delivery Manager while embracing diverse perspectives Reporting service performance with transparency and accountability Identifying opportunities to enhance service performance for customers of all backgrounds Desirable Approach to Work Logical and methodical problem-solving skills ITIL framework and best practices Scripting in PowerShell batch files or VBScripts Virtualization technologies Hyper-V VMware Experience 1 year in application support Life at RWS 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 well Deliver together For further information please visit 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