Key Responsibilities

Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolving by providing a high level of customer service.
Responsible and accountable for the tracking of incidents, change management 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-to-end customer experience is positive, consistent and high quality.
Manage Service Desk (IVANTI) tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, TeamViewer 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 2nd Level), within agreed time limits.
Escalate complex incidents to appropriate upper-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 Global user base.
Responsible for the management of all issues assigned to them through the Service Desk 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.
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 an advanced investigation on the issue.
Collaborate with other 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

4 –6 years experience within an IT support environment.
Windows Server 2012/2016/2019/2022.
Microsoft Office, Active directory and O365.
Windows Desktop 10/11.
Microsoft Exchange.
Basic Networking protocols TCP/IP.
Antivirus technologies.
Internet technologies (WWW FTP EMAIL TCPIP VPN).
Expertise across multiple ITSM tool sets.
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.

IT Service Delivery Engineer