Service Desk Analyst#

This is an opportunity for a functionally knowledgeable, technically savvy and customer focused individual. This person will possess demonstrable and successful background 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 and feature support to internal and external clients via phone, email, and customer portals
• Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs
• Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively
• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures
• Own client technical issues end-to-end, from initial report through resolution or escalation
• Manage client expectations regarding response and resolution times
• Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation
• Resolve software and technical questions efficiently to minimize service disruption and operational impact
  Identify potential major incidents or recurring problems and proactively highlight them to management
   

• At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role
• Experience working in an SLA-driven Service Desk or support environment
• Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools
• Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed
• Strong client service orientation with the ability to balance technical knowledge and customer experience
• Excellent organizational, time management, and workload prioritization skills
• Structured problem-solving ability and analytical thinking
• Fluent in English, Spanish, 
• Proficiency in Japanese language is an advantage
• Willingness to work rotating shifts, including weekends and holidays

Inclusive job opportunity