Service Desk Analyst

hace 1 mes


Miguel Hidalgo, Ciudad de México WTW A tiempo completo

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

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 1.5 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.g. 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.g. Wireshark, Fiddler). (Preferred/Good to have)
  • Experience with Virtual Desktop infrastructure (e.g. 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




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