Description

The Role

Manage escalated tickets from Service Desk L1 and other support group.

Performs advance troubleshooting and handles more complex issues or unresolved incidents/request.
Records/tracks issue/request and confirm resolution prior to closure. Responses are not scripted and require extensive probing of callers for specific information.
Collaboration, Coordination and Communication with Infrastructure, Engineering, or other support groups to resolve Incidents and Requests.
Aid Infrastructure/engineering/project team during specialized testing and support activities
Contribute to Knowledge management by creating, reviewing knowledge articles/videos for both end user and SD L1 training and knowledge skills enhancement.
Acts as Continuous Service Improvement Catalyst to promote efficiency of Service Desk
Aids/answers technical/process questions from SD
Participates in Infrastructure/Engineering/Messaging Calls.
Collaborate/Coordinates with other Resolver Groups.
Creates/Sends email escalation to SD Lead for incorrectly handled SD L1 tickets.
Assists with creation/improvement of SD knowledge articles that can help increase FCR.

Point of contact for new technology releases/adoption for support testing prior to knowledge documentation creation/approval.

Qualifications

The Requirements

•    At least 2 years of Service Desk L1 experience or IT performance analysis and end-user support role.
•    Technical knowledge of WTW products and services is an asset.
•    Microsoft, ITIL Foundation, IELTS, TOEFL Certification is an advantage.
•    Advance knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
•    Advance knowledge in administering Active Directory and Exchange servers related Tools
•    Proficiency in Service Now ticketing tool or other task management software.
•    Exceptional analytical and problem-solving skills.
•    Strong English communication, collaboration, and interpersonal skills.
•    Excellent organizational, time management and multitasking skills.

Unsolicited Contact

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

Our Offices

Our colleagues serve more than 140 countries and markets around the world. This gives a global dimension to everything we do and creates lots of exciting opportunities for you to collaborate and grow. Explore the map below to see where you career could take you.

Service Desk L2 Analyst