IT Service Delivery Analyst

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 RWSs 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.

RWSs 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 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.

Role & responsibilities -

• Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service.
• Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
• Interact with users to resolve IT related issues and provide IT Support in a timely manner in line with company SLAs.
• Provide end-user IT support for internal RWS employees, ensuring that the end-toend customer experience is positive, consistent, and high quality.
• Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, or MS TEAMS.
• Performing basic and intermediate level technical troubleshooting for issues/problems as per the scope defined.
• Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
• Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.
• Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.
• Provide support for Windows operating system and software installations and upgrades using SCCM.
• Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies.
• Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote-control software and email or phone call or chat support to RWSs pan Global user base.
• Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion.
• Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
• Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.
• Following security processes in line with company processes and regulations.
• Follow procedures, maintain documentation and standards, and collate and submit asset information as required.
• Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue.
• 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 application side.
• As part of continued development, the role will require ad-hoc project work to be carried out.

Skills Required -

• Bachelor’s degree in science or computers
• 2 – 3 years’ experience within an IT support environment
• At least 1year experience of working as Citrix support.
• The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
• Windows Server 2008/2012/2016
• Citrix
• Microsoft Office, Active directory
• Microsoft Office 365 Admin experience
• Windows Desktop 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
• 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.

Desirable -

• Foundation Certificate in ITIL
• 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)

Personal Aspects -

• 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.