Service Desk L2 Analyst

About Team

The Service Desk L2 Analyst provides advanced technical support for incidents and service requests, working closely with global teams to ensure timely issue resolution. This role handles escalations from L1, performs in‑depth troubleshooting, and supports the stability and efficiency of IT services across WTW.

Role Overview

A highly capable Service Desk L2 analyst can assess and optimize the performance of our end-user IT systems and software. The role includes analyzing the performance of IT systems, apply advance troubleshooting, resolve IT hardware and software issues, and provide IT support to our clients and employees.

Service Desk Analyst L2 should exhibit sound knowledge and experience of IT system analysis and whose IT expertise, results in enhanced end-user support and system performance by providing technical expertise and committing to customer service.

• 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
   

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.

Bachelor in Information Technology, Computer Science, or related discipline


We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com.