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L1 IT Support Analyst
2 weeks ago
The Role
- Perform customer support to client via telephone, chat, self-service tickets etc.
- Resolving the issues through phone, chat and self-service communication channels
- User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests.
- Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN
- Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc.,
- Help resolve software and technical questions for the customer efficiently and effectively
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Effectively manage length of calls, handle time, and after call work.
- Manage customer expectations regarding estimated response times for issue resolution.
- Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
- 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).
- Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
- 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.
- Promote teamwork and Service Desk success.
The Requirements
- Proficiency in Spanish (native or near-native proficiency) and English, with excellent verbal and written communication skills in both languages.
- At least one (1) year experience in an IT performance analysis and end-user support role.
- Associate's or bachelor's degree in computer science, information systems, or similar is a plus.
- ITIL Foundation, IELTS, TOEFL Certification is an advantage.
- In-depth and current knowledge of computer programs, hardware, and business applications.
- Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory and Exchange Server related tools is a must/
- Proficiency in Service Now ticketing tool or other task management software.
- Skilled in balancing technical knowledge with customer service skills.
- Analytical and problem-solving skills.
- Collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
WTW is an Equal Opportunity Employer
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