Onsite Support and Dispatch Technician

The Onsite Support & Dispatch Technician for Workplace Delivery Management works within Global End User & Collaboration Services to ensure smooth in-office tech deployment, maintenance, and support. This role includes on-site technical help for colleagues, fixing hardware and software issues that cannot be solved remotely. The technician also handles setting up workspaces and distributing hardware and IT peripherals.

This position primarily supports End User Technology Services, including End User Compute, Meeting Room & AV, and Print services, but may require collaboration with other tech services. The main goal is to deliver workplace services according to WTW standards and agreements, fulfilling business needs and aligning with company strategies.

The Role

• 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 Workplace Delivery 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

The Requirements

• Minimum of 2-3 years’ experience as an onsite support technician for End User Technologies
• Experience of managing workload through ServiceNow ticket management and reporting
• Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services
• Travel within the APAC region may 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
• 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

If you believe you have the skills and passion for this role, but don't meet every single requirement, we still encourage you to apply. We'd love to have a conversation and see if you could be a great fit for our team.

Why Join WTW?

WTW provides a competitive benefits package which includes the following (eligibility requirements apply):

• Annual bonus
• Company paid salary continuance insurance
• Life and TPD insurance 
• Hybrid working
• Networks (Gender, Wellbeing, Pride)
• Career Growth – internal opportunities and development programs

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid” style, with a mix of in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working. Please speak to your recruiter to discuss more.

At WTW, we believe that a culture of inclusion and diversity is critical to our business. It's not a separate initiative – rather it’s fundamental to everything we do. We are an equal-opportunity employer who is committed to fostering an inclusive work environment and embrace diversity including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity and sexual orientation. We welcome applications from people from all backgrounds. 

In the spirit of reconciliation Willis Towers Watson acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com