Service Desk Analyst

This is an opportunity for a functionally knowledgeable, technically savvy, and customer-focused individual. This person will possess a demonstrable and successful background in understanding and managing client’s inquiries, resolving reported incidents by performing troubleshooting, and escalating everything else to the remaining tiers in the operating model.

The role

• Provide technical and general application function/feature support to internal and external clients – from phone, email, and customer portal inquiries
• Manage, triage, and resolve multiple incoming transactions, effectively by understanding client needs and meeting standard service level agreements 
• Comprehension of the configuration of various WTW technologies to support clients
• Assists in developing standardized work processes, tools, and methodologies that improve quality and customer experience
• Learning and practicing efficient support delivery processes; by using problem-solving and people skills contributes to the evolution of better solutions and documentation to ensure swift resolutions to technical issues
• Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service

The Requirements

• With a minimum of five years of experience in IT performance analysis and end-user support, including prior roles in IT Helpdesk or Application/Software Support equivalent to level 1.5 to 2, within an ITIL-oriented environment. (Preferred)
• Associate or bachelor’s degree in Computer Science, Information Technology, or a related field. (Preferred)
• ITIL Foundation, CompTIA, and Microsoft Azure Certification is an advantage. (Good to have)
• Basic scripting knowledge (e.g. PowerShell, Python, SQL) (Preferred/Good to have)
• Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools. (Preferred)
• Gold standard client facing skills with strong client service orientation and interpersonal skills. Able in balancing technical knowledge with customer service skills (Preferred)
• Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate. (Preferred)
• Must possess strong teamwork, communication, and collaboration abilities. (Preferred)
• Excellent organizational and time management skills with structured problem solving and analytical thinking.  (Preferred)
• Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition. (Preferred)
• Must be willing to work on a shifting schedule including holidays and weekends. (Preferred)
• General knowledge of the Insurance Industry. (Good to have)
• Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler). (Preferred/Good to have)
• Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD) (Preferred/Good to have)
• Awareness of container-orchestration platforms such as Kubernetes (Preferred/Good to have)
• Can also support in Spanish/Portuguese language (Preferred)

Willis Towers Watson is an Equal Opportunity Employer