Application Support Analyst

Description
The Role
Key Responsibilities

• Participation in day to day support call logging and allocation.
• Classify support issues received from users and allocate them with the support teams for resolution.
• Monitor and report on volume of support issues received and outstanding.
• Process fixes for standard support issues and report back to users.
• Provide an excellent customer service experience for all that contact the Support desk.
• Maintain system documentation and procedures to ensure completeness and utility.
• Ad hoc tasks to support the team and the demands of the business.
• Formulation, maintenance and execution of test plans for solutions to support issues.
• Recording of management information in respect of the issues raised by users.
• Maintenance of the team's ticket logging system.
• Analyze and document support issues providing potential solutions or options.
• Provides mentoring and training to junior members of the team.
• Able to stand in as an escalation point in times of management absence.
• Builds collaboration and influence across WTW.
• Out of hours support may be required from time to time and colleagues will be consulted where required

Excellence
Performance Objectives:

• Confidently analyze information and situations appreciating the wider impact. Anticipating problems/obstacles before they occur.
• To think creatively about solutions to problems
• Able to identify significant/high impact support issues and key details reported by users
• Able to monitor and classify support calls efficiently and allocate them appropriately
• Comfortably manage and carry out a varied workload of personal and team priorities.
• Identifies improvements in the effectiveness of the team and offers procedures to implement.
• Ensure technical
• Recognize the importance of adhering to quality standards and work procedures to maintain the integrity of the system.

People

• Comfortably works co-operatively with others, predominately offering support where needed.
• Builds collaboration and influence across WTW.
• Provides main support and coaching to continue in the sharing of team knowledge.
• Take responsibility for own career development by seeking new challenges and accepting opportunities.

Clients

• Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.
• Contributes to varying projects across the whole department when opportunities arise.
• Works collaboratively with other teams to offer/identify areas of improvements in procedures.

Qualifications
The Requirements

• Highly motivated with a can-do attitude.
• Excellent Customer Service.
• Ability to work quickly and efficiently.
• Open to work on a shifting schedule including weekends and holidays
• Open to hybrid work setup
• Confident user of Microsoft Windows and Microsoft Office (especially Excel)
• Basic knowledge of Unix commands
• Basic to Intermediate knowledge of SQL
• Excellent attention to details.
• Strong problem-solving skills.
• Able to work well under pressure and meet targets.
• Able to interpret figures and be able to conduct basic arithmetic calculations accurately.
• Able to write clearly and concisely and adapt styles for various purposes and audiences.
• Articulate effectively and appropriately in various situations.
• Experience of telephony administration tools (like 8X8) is advantageous.
• Experience and knowledge of ITIL and Service Desk Institute frameworks is advantageous

Technical Competencies
Subject Matter Expertise

• Developing expertise
• You seek opportunities to build your subject matter knowledge, skills and understanding of emerging technologies and industry practices in your area. You share your knowledge with team members.
• Applying expertise
• You apply your subject matter knowledge and skills to develop and improve routine and non-routine solutions

Solution Development

• Systems thinking
• You work across teams to develop solutions.
• You look at the bigger picture to identify links between domains, systems, people and processes.
• Focusing on quality
• You mentor others and take ownership and accountability for the quality of your own and team's solutions.

Technical Communication

• Simplifying complexity
• You apply subject matter knowledge to answer technical questions clearly and concisely, limiting jargon.
• Influencing stakeholders
• You consider the needs and comprehension level of different stakeholders to determine the most appropriate content and style.

WTW is an Equal Opportunity Employer