IT Service Desk Engineer

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

As a member of our vibrant IT team, you will not only embark on a career journey rich with opportunities for professional growth but also engage in a continuous learning experience. We are on the lookout for a committed IT Service Desk Engineer who will play a crucial role in providing indispensable support and maintenance across our technical landscape. The ideal candidate will bring a fervent enthusiasm for information technology, a strategic problem-solving approach, and a commitment to delivering exceptional customer service.

In this role, your responsibilities will extend beyond mere troubleshooting; you will be instrumental in resolving complex hardware and software issues, efficiently managing user accounts and permissions, and meticulously maintaining comprehensive documentation of all IT processes. Our ethos is centred around perpetual enhancement, and in this spirit, we foster an environment that not only supports but actively encourages the refinement of your abilities in network management and technical support.

We are dedicated to recognising and nurturing talent, ensuring that your contributions and expertise are both acknowledged and appreciated. If you are poised to elevate your IT career to new heights and eager to contribute to a forward-thinking team, we invite you to apply. Join us and become an integral part of our trailblazing team, where your career aspirations can soar.

About Group IT

Group Technology enables the organisation 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 organisation 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

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Skills & Experience

• Education in IT which provides a strong foundation in the technical skills required for the role.
• Experience on a service desk or customer facing environment, offering a practical understanding of providing support via phone, email, and in person.
• Strong analytical and problem-solving skills to effectively address and resolve technical issues.
• Excellent customer service skills, ensuring that all interactions with users are helpful and enhance their experience.
• Hands-on experience with various software, hardware, and networks, which is crucial for diagnosing and solving IT problems.
• Familiarity with cloud services like Microsoft Azure, which is valuable as many organisations move towards cloud computing.
• ITIL (Information Technology Infrastructure Library) Foundation Certification, which provides a comprehensive understanding of IT service management best practices.
• A full driving license, which is essential for IT Service Desk Engineers who may need to travel to different sites or client locations.
• Soft skills such as communication, teamwork, and adaptability, which are crucial for working effectively with both team members and clients.
• The ability to work efficiently and productively to meet and exceed service level agreements (SLAs), key performance indicators (KPIs), and profitability targets.
• A proactive approach to staying up-to-date with the latest technologies and industry trends, which is necessary for continuous improvement and advancement in the IT field.

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.â¯â¯

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWSâ¯â¯

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

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.