RWS Holdings Plc Looking for IT Service Delivery Analyst at Bengaluru, Karnataka Full Time

Job Purpose:
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 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.

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 24×5 with occasional evening/weekend work which is envisioned to scale to 24×7.The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.

Business Overview:
About Group Technology

Group Technology 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 Technology support services to over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core Group Technology functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. Group Technology has a global presence across all regions with over 200 staff.

Key Responsibilities:
2 – 3 years’ experience within an IT support environment.

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

Windows Server 2008/2012/2016Microsoft Office, Active directory and O365

Windows Desktop 7/10

Microsoft Exchange

Basic Networking protocols TCP/IP

Antivirus technologies

Internet technologies (WWW FTP EMAIL TCPIP 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.

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

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 the ability to work independently.

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

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

Professional –punctual, reliable, trustworthy, inspires confidence.

Applicants should have willingness toward self-improvement and continuous learning.

Skills & Experience:
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)

Life at RWS:
At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

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

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.