Application Support Analyst (EMEA)

The Role 

Key Responsibilities

· Participation in day to day support call logging and allocation.

· Classify support issues received from users and allocate them with the support teams for resolution.

· Monitor and report on volume of support issues received and outstanding.

· Process fixes for standard support issues and report back to users.

· Provide an excellent customer service experience for all that contact the Support desk.

· Maintain system documentation and procedures to ensure completeness and utility.

· Ad hoc tasks to support the team and the demands of the business.

· Formulation, maintenance and execution of test plans for solutions to support issues.

· Recording of management information in respect of the issues raised by users.

· Maintenance of the team’s ticket logging system.

· Analyze and document support issues providing potential solutions or options.

· Provides mentoring and training to junior members of the team.

· Able to stand in as an escalation point in times of management absence.

· Builds collaboration and influence across WTW.

· Out of hours support may be required from time to time and colleagues will be consulted where required

Performance Objectives:

Excellence:

· Confidently analyze information and situations appreciating the wider impact. Anticipating problems/obstacles before they occur.
· To think creatively about solutions to problems
· Able to identify significant/high impact support issues and key details reported by users
· Able to monitor and classify support calls efficiently and allocate them appropriately
· Comfortably manage and carry out a varied workload of personal and team priorities.
· Identifies improvements in the effectiveness of the team and offers procedures to implement.
· Ensure technical

· Recognize the importance of adhering to quality standards and work procedures to maintain the integrity of the system.

People:

· Comfortably works co-operatively with others, predominately offering support where needed.

· Builds collaboration and influence across WTW.

· Provides main support and coaching to continue in the sharing of team knowledge.

· Take responsibility for own career development by seeking new challenges and accepting opportunities.

Clients:

· Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.

· Contributes to varying projects across the whole department when opportunities arise.

· Works collaboratively with other teams to offer/identify areas of improvements in procedures.

The Requirements 

· Highly motivated with a can-do attitude.

· Excellent Customer Service.

· Ability to work quickly and efficiently.

· Open to work on a shifting schedule including weekends and holidays

· Open to hybrid work setup                        

· Confident user of Microsoft Windows and Microsoft Office (especially Excel)

· Basic knowledge of Unix commands

· Basic to Intermediate knowledge of SQL

· Excellent attention to details.

· Strong problem-solving skills.

· Able to work well under pressure and meet targets.

· Able to interpret figures and be able to conduct basic arithmetic calculations accurately.

· Able to write clearly and concisely and adapt styles for various purposes and audiences.

· Articulate effectively and appropriately in various situations.

· Experience of telephony administration tools (like 8X8) is advantageous.

· Experience and knowledge of ITIL and Service Desk Institute frameworks is advantageous

Technical Competencies

Subject Matter Expertise

· Developing expertise

o You seek opportunities to build your subject matter knowledge, skills and understanding of emerging technologies and industry practices in your area. You share your knowledge with team members.

· Applying expertise

o You apply your subject matter knowledge and skills to develop and improve routine and non-routine solutions

Solution Development

· Systems thinking

o You work across teams to develop solutions.

o You look at the bigger picture to identify links between domains, systems, people and processes.

· Focusing on quality

o You mentor others and take ownership and accountability for the quality of your own and team’s solutions.

Technical Communication

· Simplifying complexity

o You apply subject matter knowledge to answer technical questions clearly and concisely, limiting jargon.

· Influencing stakeholders

o You consider the needs and comprehension level of different stakeholders to determine the most appropriate content and style.

WTW is an Equal Opportunity Employer