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1st Line Support Analyst

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Manila, Philippines Willis Towers Watson Full time

Application helpdesk, covering both internal and external users. Provides technical support to the organization's internal/external users of computer applications and hardware (e.g., PCs, servers, mainframes). Installs and tests new software and upgrades and makes software available to technical users. Ensures that standard software images are installed, properly configured, regularly updated and working properly on developer PCs and servers. Answers questions regarding system procedures, online transactions, systems status and downtime procedures. Collaborates with network services, software systems engineering, and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Includes first and second level help desk support. Typically located within a call center or Help Desk Support hub.The RoleAs an Enterprise Support Analyst, you will provide post-sales technical support for enterprise deployments of advanced financial modelling software working in a global team providing 24/7 support following a revolving shift pattern.
PeopleBuild strong relationships internallyDemonstrate natural ease and effectiveness when dealing with clients/colleagues at all levelsClientsProviding technical support to consultants and the sales teams where appropriateAssist with day to day technical issues and resolving them in a timely and effective mannerExcellenceDelivering support that meets or exceeds client expectationsThe RequirementsPrevious experience in an IT Helpdesk / Application or Software Support role.Excellent communication skills.Excellent command of business English, other European languages are desirable.Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing.Experience of reporting technical, functional and operational problems and resolutions to the development team.Good knowledge of server hardware and configuration.Microsoft Windows (including Windows Server) and networking knowledge.SQL Server experience (good to have)Experience supporting IIS and Active DirectoryExcellent organizational skillsEducated to degree levelEqual Opportunity Employer