Service Desk L2 Analyst

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.

 

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.