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 t

📌 IT Service Delivery Engineer (Bengaluru)
🏢 RWS Group
📍 Bengaluru