IT Service Delivery Analyst

Job Description

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 RWSGroup IT Team. This team provide IT support services to over 8000 end users across the globe. This role offers an individual with the skills to manage a team of service desk analysts and ensure that the service desk provides high-quality, efficient service to the organization. RWSfocus 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. About 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 a variety of skillsets. Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members. Promote IT good practice throughout the business. Ensure timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc. Help identify and prioritise the development areas. Previous IT Business experience in a similar function. To help build efficient and effective relationships between the Service Desk, entity clients, regional helpdesks and support teams. Experience in helpdesk/Service Desk environment. Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints. Ensures the service desk remains efficient, cost effective and customer focused. Skills & Experience 2 \u2013 3 years\u2019 experience within an IT support environment Bachelordegree in science or computers Windows Server 2008/2012/2016 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 E2E Incident Lifecycle, including successful delivery against core KPI Monitoring and managing team workloads, schedules and shift rota Planning and organising shift rota Good verbal and written communication skills (English) Ensuring performance levels are maintained against the targets set by the SDM Reporting service performance against target Identifying ways to deliver improved service performance to customers Desirable Logical and methodical approach to working. Knowledge of ITIL Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware) 1 year experience in Application support