Job Description

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.
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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
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