SENIOR SERVICE DESK ANALYST

Description The Role Excellence 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 contributing 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 People Record, process and manage tickets following agreed process and procedures to resolution Own client technical issues from initial report to resolution Address client concerns regarding ICT software products, SaaS and MHS Communicate ticket status and tracks the progress of clients reported issues and escalate it to next level support when necessary Utilize all technical tools/resources to provide effective and efficient client support  Demonstrate effective soft skills, active listening skills and ability to empathize with client’s situation Effectively manage length of calls, handle time, and after call work Clients Manage client expectations regarding estimated response times for issue resolution Triage, diagnose and perform basic troubleshooting on software error messages and failures and resolve or make recommendations for resolution of Incidents and Request Demonstrates flexibility in adapting content and style to different audiences.
Shifts easily from “big picture” context to detail as required Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication Financial Help resolve software and technical questions for the client efficiently and effectively Identifying potential major incidents and problems and highlighting them to management Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs) Achieve support related productivity Qualifications 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.
to 2, within an ITIL-oriented environment.
Associate or bachelor’s degree in Computer Science, Information Technology, or a related field.
ITIL Foundation, CompTIA and Microsoft Azure Certification is an advantage.
Basic scripting knowledge (e.
.
PowerShell, Python, SQL).
Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.
Gold standard client facing skills with strong client service orientation and interpersonal skills.
Able in balancing technical knowledge with customer service skills.
Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate.
Must possess strong teamwork, communication, and collaboration abilities.
Excellent organizational and time management skills with structured problem solving and analytical thinking.
Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition.
Must be willing to work on a shifting schedule including holidays and weekends.
General knowledge of the Insurance Industry.
Basic networking skills including diagnostic utilities (e.
.
Wireshark, Fiddler).
Experience with Virtual Desktop infrastructure (e.
.
Citrix, RDS, AVD).
Awareness of container-orchestration platforms such as Kubernetes.
An understanding of cloud-based technologies, containerization, Active Directory, Microsoft software and services.
WTW is an Equal Opportunity Employer