Service Desk L1 Analyst

About the Team:

Service Desk L1 analyst role, being the first line of support is to provide a single point of contact for end-users and is responsible for managing customer queries and performing simple troubleshooting. Service Desk L1 are the interface between the customer and other tiers of IT support, fixing what they can through simple troubleshooting, at the first point of contact and escalating everything else to the remaining tiers in the operating model.

Daily Activities

▪ Accept inbound calls, chat, and self-service tickets according to agreed Service Level Target (SLT).
▪ Record and process tickets following agreed processes and procedures, including but not limited to:
▪ Identify, classify, and evaluate incident types, priority, and service interruptions
▪ Record incidents by symptom and resolution
▪ Perform customer call backs as required
▪ Close incidents/requests with confirmation from customers
▪ Use problem-solving and people skills to ensure swift resolutions to technical issues.
▪ Triage, diagnose, and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of incidents and requests.
▪ Utilize all technical tools/resources, such as remote management software, to provide resolution in one call whenever possible.
▪ Address user concerns regarding hardware, software, and networking.
▪ Account administration: new user requests, leaver requests, password requests, etc.
▪ Timely ticket routing to the next team when first attempt at resolution fails and follows defined exceptions.
▪ Coordinate with L2/other support teams when applicable.
▪ Handle special projects as applicable and process software installation requests.
▪ Escalate issues to next-level support if needed.

Business Value:

▪ Consistent and quality service delivery of end-user support and request fulfillment.
▪ Efficiency and cost savings: Service Desk can resolve minor issues themselves, giving more bandwidth for higher-level support to handle complex issues.
▪ Driver of great customer experience.
▪ Ability to quickly adapt to business requirements and provide effective and efficient solutions.

The Role:

▪ Perform customer support via telephone, chat, self-service tickets, etc.
▪ Resolve issues through phone, chat, and self-service communication channels.
▪ User account management such as password resets, account unlock, assigning permissions for reported incidents and requests.
▪ Provide connectivity support for home users, including network routers, Citrix, Virtual Technologies, MFA, and VPN.
▪ Provide support for Microsoft Office 365, Windows, Chrome devices, printers, mobile devices, etc.
▪ Help resolve software and technical questions for the customer efficiently and effectively.
▪ Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
▪ Effectively manage length of calls, handle time, and after-call work.
▪ Manage customer expectations regarding estimated response times for issue resolution.
▪ Achieve target SLAs, like response and resolution times, by partnering within L1, L2, and L3 support organizations.
▪ Identify potential major incidents and problems and highlight them to management.
▪ Escalate incidents that cannot be resolved to the next level of support in line with SLAs.
▪ Demonstrate effective soft skills, active listening skills, and the ability to empathize with customers’ situations.
▪ Document solutions for the knowledge base and bring new ideas for innovation and automation excellence into the support team to promote a 5-star customer service.
▪ Promote teamwork and Service Desk success.

• Degree in Information Technology, or a related field

• At least two years' experience in an IT performance analysis and end-user support role.

  
  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 candidatehelpdesk@wtwco.com.