IT Service Desk

A highly capable Service Desk L2 analyst can assess and optimize the performance of our end-user IT systems and software. The role includes analyzing the performance of IT systems, apply advance troubleshooting, resolve IT hardware and software issues, and provide IT support to our clients and employees.

Service Desk Analyst L2 should exhibit sound knowledge and experience of IT system analysis and whose IT expertise, results in enhanced end-user support and system performance by providing technical expertise and committing to customer service.

Daily Activities:

• Monitor/Manage/Processes routed tickets from Service Desk L1 and other support team.
• Aid Service Desk L1 in processing tickets (Incident/Request) when need arises such as in the case of major incidents that drives call volume
• Records, process, and tracks issues/request and confirms resolution prior to closure following agreed processes and procedures
• Perform advance and in-depth triaging, troubleshooting, and diagnosing error messages and failures that Service Desk L1 cannot resolve.
• Utilizes all technical tools or resources like the remote management software or back-end tools to provide resolution for issues and request.
• Helps customer manage software installations and hardware repair
• Provide Executive VIP support and mobility support
• Process escalated Account administration ticket (account setup, password requests, account unlock etc.,)
• Liaise with Engineering, Infrastructure, Application, or other support team for ticket resolution.
• Coordinates with other support group as applicable before ticket escalation.

Business Value:

• Consistency of delivering quality service for end user support and request fulfillment
• Efficiency and cost savings.
• Service Desk L2 contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that clients can utilize the systems and software that they need.
• Major Driver of great customer experience.
• Ability to quickly adapt to business requirements and provide effective and efficient solutions.

The Role

• Manage escalated tickets from Service Desk L1 and other support group.
• Performs advance troubleshooting and handles more complex issues or unresolved incidents/request.
• Records/tracks issue/request and confirm resolution prior to closure. Responses are not scripted and require extensive probing of callers for specific information.
• Collaboration, Coordination and Communication with Infrastructure, Engineering, or other support groups to resolve Incidents and Requests.
• Aid Infrastructure/engineering/project team during specialized testing and support activities
• Contribute to Knowledge management by creating, reviewing knowledge articles/videos for both end user and SD L1 training and knowledge skills enhancement.
• Acts as Continuous Service Improvement Catalyst to promote efficiency of Service Desk
• Aids/answers technical/process questions from SD
• Participates in Infrastructure/Engineering/Messaging Calls.
• Collaborate/Coordinates with other Resolver Groups.
• Creates/Sends email escalation to SD Lead for incorrectly handled SD L1 tickets.
• Assists with creation/improvement of SD knowledge articles that can help increase FCR.
• Point of contact for new technology releases/adoption for support testing prior to knowledge documentation creation/approval.

The Requirement

• At least 3 years of Service Desk L1 experience or IT performance analysis and end-user support role.
• Technical knowledge of WTW products and services is an asset.
• Microsoft, ITIL Foundation, IELTS, TOEFL Certification is an advantage.
• Advance knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
• Advance knowledge in administering Active Directory and Exchange servers related Tools
• Proficiency in Service Now ticketing tool or other task management software.
• Exceptional analytical and problem-solving skills.
• Strong English communication, collaboration, and interpersonal skills.
• Excellent organizational, time management and multitasking skills.

WTW is a Global Opportunity Employer