Senior Service Desk Analyst

The Role

Excellence

• 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 contributing 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

People

• Record, process and manage tickets following agreed process and procedures to resolution
• Own client technical issues from initial report to resolution
• Address client concerns regarding ICT software products, SaaS and MHS
• Communicate ticket status and tracks the progress of clients reported issues and escalate it to next level support when necessary
• Utilize all technical tools/resources to provide effective and efficient client support 
• Demonstrate effective soft skills, active listening skills and ability to empathize with client’s situation
• Effectively manage length of calls, handle time, and after call work

Clients

• Manage client expectations regarding estimated response times for issue resolution
• Triage, diagnose and perform basic troubleshooting on software error messages and failures and resolve or make recommendations for resolution of Incidents and Request
• Demonstrates flexibility in adapting content and style to different audiences.  Shifts easily from “big picture” context to detail as required
• Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication

Financial

• Help resolve software and technical questions for the client efficiently and effectively
• Identifying potential major incidents and problems and highlighting them to management
• Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs)
• Achieve support related productivity

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.
• Associate or bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation, CompTIA and Microsoft Azure Certification is an advantage.
• Basic scripting knowledge (e.g. PowerShell, Python, SQL). 
• Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.
• Gold standard client facing skills with strong client service orientation and interpersonal skills. Able in balancing technical knowledge with customer service skills.
• Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate.
• Must possess strong teamwork, communication, and collaboration abilities.
• Excellent organizational and time management skills with structured problem solving and analytical thinking.
• Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition.
• Must be willing to work on a shifting schedule including holidays and weekends.
• General knowledge of the Insurance Industry.
• Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler).
• Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD).
• Awareness of container-orchestration platforms such as Kubernetes.
• An understanding of cloud-based technologies, containerization, Active Directory, Microsoft software and services.

WTW is an Equal Opportunity Employer