Analista de TI - Suporte ao usuário (Inglês - Avançado)

The Dispatch Technician for Onsite Support Services (OSS) collaborates within the Global Service Management team to guarantee the successful provision of in-office technology support. This role involves providing on-site technical assistance to colleagues, resolving hardware and software issues that cannot be addressed remotely. Moreover, the Dispatch Technician ensures the efficient configuration of technical workspaces and distribution of hardware and IT peripherals.

This position is specifically aligned with a set of Technology Services within the Service Management & Governance group. The primary responsibility is to achieve the successful delivery of services in compliance with WTW standards and contractual agreements with partners. This ensures the fulfillment of business requirements and alignment with company and business segment strategies.

The Role

Onsite Support Key Responsibilities

• Provide on-site technical support to colleagues that includes, troubleshooting hardware, software, and the setup of laptops as required.
• Install, configure, and maintain in-office workspaces, printers and other IT peripherals as required.
• Collaboration with other IT teams to ensure the seamless integration of systems and resolve various complex technical issues that cannot be resolved remotely.
• Support the business in aligning existing or new service. delivery, support solutions to meet requirements and expectations whilst aligning to company strategies. 
• Effectively manage the purchasing, distribution, and stock level of IT peripherals within designated locations
• Diagnose and resolve technical issues promptly and efficiently.
• Escalate unresolved or systemic issues to the appropriate IT support teams and follow-up to ensure timely resolution.
• Following a ‘Hub and Spoke’ model, this role will work very closely with the wider Service management team. The technician will have a set hub location but will be required to travel to other WTW sites as needed to provide in office support.
• Collaborate with the 3rd party vendors and engage in the management/operation of those services and its resources to maintain high-quality outcomes.

The Requirements

• Minimum of 2-3 years’ experience as an onsite support technician for Local Services (On-site Support Services) Technology Services.
• Desired Qualifications, Microsoft Intune fundamentals and Microsoft Azure fundamentals
• Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services. 
• Travel within the local region will be required to provide in office technical support.
• Strong customer service and communication skills.
• Ability to adapt to changing technologies and user needs.
• Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment. 
• Previous experience dealing with change delivery of local technical service teams.
• Previous experience of working with large service provider for delivery of effective solutions and services.
• Propagate a culture of excellence, openness, communication, and support.
• Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
• Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential.

The Company 

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Equal Opportunity Employer