SERVICE DESK ANALYST
Descripción de la oferta de empleo
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 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.
(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.
.
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.
.
Wireshark, Fiddler).
(Preferred/Good to have) Experience with Virtual Desktop infrastructure (e.
.
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) Willis Towers Watson is an Equal Opportunity Employer
Detalles de la oferta
- WTW
- En todo México
- Sin especificar - Sin especificar
- 22/10/2024
- 20/01/2025
Passionate about client service excellence... web service related topics (rest, json, soap, http, ssl, pgp, saml, oauth etc) experience with xml/xslt, java will be helpful... ability to work creatively and analytically, prioritizing problem solving... this includes assisting customers in the design......
Passionate about client service excellence... conduct working sessions in large, global organization to gather, understand, and analyze business requirements for various functional areas, especially core hcm... ability to work creatively and analytically, prioritizing problem solving......
Passionate about client service excellence... constant desire to acquire knowledge... we love when your pets visit us at the office! :) global perspective & people-centric approach great and dynamic work atmosphere... this role will need your skills in requirements analysis, workshop facilitation......
Passionate about client service excellence... our employees come from various backgrounds, and we embrace the unique perspectives and talents that each individual brings to the table... excellent communication, interpersonal and consultative skills... this role will need your skills in requirements analysis......
Description the newrich network is hiring a customer service agent to handle incoming support tickets for our digital platforms... this is an awesome opportunity to get in on the ground floor of a fast growing startup! as a customer service agent, you will report to our customer success manager and be......
(mediados de año se moveran a tlalnepantla) tener disponibidilidad para laborar en cualquiera de las dos zonas requisitos del puestorequisitos: experiencia mínima de 1 año en puesto similar o customer service escolaridad: licenciatura en áreas administrativas (titulado indispensable) inglés avanzado......
Customer service agent - work from home, full-time only calls experts is a global contact center solution provider with 15+ years of experience in the american and canadian markets... with calls experts this is not just a job, this is a real career! we are looking for a customer service agent to process......
Estamos contaratndoagentes telefonicos bilingües para customer service/upsales dando servicio a los clientes de uno de los antivirus más importantes del mundo ofrecemos: salario base de $15,000/mes antes de impuestos vales de despensa por $1069... 00/mes seguro de gastos medicos menores 15 dias de vacaciones......
Estamos contaratndo agentes telefonicos bilingües para customer service/upsales dando servicio a los clientes de uno de los antivirus más importantes del mundo ofrecemos: salario base de $15,000/mes antes de impuestos vales de despensa por $1069... 00/mes seguro de gastos medicos menores 15 dias de......
Estamos contaratndoagentes telefonicos bilingües para customer service/upsales dando servicio a los clientes de uno de los antivirus más importantes del mundo ofrecemos: salario base de $15,000/mes antes de impuestos vales de despensa por $1069... 00/mes seguro de gastos medicos menores 15 dias de vacaciones......