HELP DESK CON INGLÉS AVANZADO - SERVICE DESK MIDDLE

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 territories. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance. Unlock your potential at Willis Towers Watson. This is an opportunity for a functionally knowledgeable, technically savvy, and customer-focused individual. This person will possess a demonstrable and successful background in 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/feature support to internal and external clients – from phone, email, and customer portal inquiries Manage, triage, and resolve multiple incoming transactions, effectively by understanding client needs and meeting standard service level agreements  Comprehension of the configuration of various WTW technologies to support clients Assists in developing standardized work processes, tools, and methodologies that improve quality and customer experience Learning and practicing efficient support delivery processes; by using problem-solving and people skills contributes to the evolution of better solutions and documentation to ensure swift resolutions to technical issues Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service   The Requirements With a minimum of five years of experience in IT performance analysis and end-user support, including prior roles in IT Helpdesk or Application/Software Support equivalent to level 1.5 to 2, within an ITIL-oriented environment. (Preferred) Associate or bachelor’s degree in Computer Science, Information Technology, or a related field. (Preferred) ITIL Foundation, CompTIA, and Microsoft Azure Certification is an advantage. (Good to have) Basic scripting knowledge (e.g. PowerShell, Python, SQL) (Preferred/Good to have) Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools. (Preferred) Gold standard client facing skills with strong client service orientation and interpersonal skills. Able in balancing technical knowledge with customer service skills (Preferred) Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate. (Preferred) Must possess strong teamwork, communication, and collaboration abilities. (Preferred) Excellent organizational and time management skills with structured problem solving and analytical thinking.  (Preferred) Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition. (Preferred) Must be willing to work on a shifting schedule including holidays and weekends. (Preferred) General knowledge of the Insurance Industry. (Good to have) Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler). (Preferred/Good to have) Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD) (Preferred/Good to have) Awareness of container-orchestration platforms such as Kubernetes (Preferred/Good to have) Can also support in Spanish/Portuguese language (Preferred) What do we offer?... Salary according to the market, Superior Benefits (30 days of Christmas bonus, 12 vacation days, 70% vacation bonus, SGMM, Life Insurance, Savings Fund, Grocery Vouchers, Beneflex), Hybrid Working Model, and a great career plan!   Willis Towers Watson is an Equal Opportunity Employer