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 world-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.
About Group Technology
Group Technology enables the organization 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 organization 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 400 staff.
Key Responsibilities
Service Desk Platform:
- Responsible and accountable for implementing systems changes within the Group Technologies Service Desk Platform (Ivanti Neurons).
- Research the desired improvements and upgrades within the Service Desk Platform, understand any associated risks, timescales and required Change Control requirements such that enhancements and upgrades can be carried out seamlessly with minimal impact to end users.
- Liaise with Service Desk Platform manufacturer for additional support / guidance and where required fault resolution with the product.
- Perform weekly and monthly platform administrative duties, to ensure the platform is working to its very best potential.
- Work with stakeholders on their requirements - new features and functionalities on Ivanti modules, plan the sprint, raise change requests where required, attend CAB calls to present the changes, seek approvals and plan implementation accordingly.
- Provide end-user IT service desk platform support for internal RWS employees, ensuring that the end-to-end customer experience is positive, consistent, and high quality.
- Ensure all service desk platform environments are maintained well
- Provide timely, updated, agreed reports and analysis to the business at a set frequency.
- Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.
- Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority tasks and activities to meet operational requirements.
- Responsible for the management of all issues assigned to them through the Service Centre.
- Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
- Following security processes in line with company processes and regulations.
- Follow procedures, maintain documentation and standards, and collate and submit asset information as required.
- 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 the application side.
- As part of continued development, the role will require ad-hoc project work to be carried out.
Skills & Experience
Essentials:
- 2 - 3 years’ experience working on Ivanti as Admin and or developer.
- Bachelor’s degree in Science or Computers.
- Working experience of Ivanti Neurons or equivalent Service Desk tool.
- Knowledge of implementing / administering / developing Incident, Problem, Change, SLA, Release, Knowledge, Task management and Service Request Management modules.
- Expertise across multiple ITSM toolsets.
- Windows Server 2008/2012/2016.
- Microsoft Suite of products.
- Microsoft Exchange.
- 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.
- 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.
Desirables:
- Foundation Certificate in ITIL.
- Ivanti certifications will be a plus.
- Logical and methodical approach to working.
- Knowledge of ITIL(Practitioner or above).
- Knowledge of scripting in PowerShell, batch files or VBScripts.
- Knowledge and previous experience in any other technology environment.
