Service Desk Analyst

hace 5 días

Ciudad de México, Ciudad de México WTW A tiempo completo

About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Service Desk Analyst at Willis Towers Watson. As a key member of our IT support team, you will be responsible for providing technical and general application function/feature support to internal and external clients.

Key Responsibilities

  • Provide technical assistance and support to clients via various communication channels, including email, phone, and customer portal inquiries.
  • Manage, triage, and resolve multiple incoming transactions, effectively understanding client needs and meeting standard service level agreements.
  • Develop and maintain a comprehensive understanding of various WTW technologies to support clients.
  • Collaborate with the support team to develop standardized work processes, tools, and methodologies that improve quality and customer experience.
  • Document solutions for knowledge base and contribute to the evolution of better solutions and documentation to ensure swift resolutions to technical issues.

Requirements

  • 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.
  • Associate or bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL Foundation, CompTIA, and Microsoft Azure Certification is an advantage.
  • Basic scripting knowledge (e.g. PowerShell, Python, SQL).
  • Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.
  • Gold standard client-facing skills with strong client service orientation and interpersonal skills.
  • Strong written and verbal communication skills; ability to ask the right questions and seek help where appropriate.
  • Must possess strong teamwork, communication, and collaboration abilities.
  • Excellent organizational and time management skills with structured problem-solving and analytical thinking.
  • Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition.
  • Must be willing to work on a shifting schedule including holidays and weekends.
  • General knowledge of the Insurance Industry.
  • Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler).
  • Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD).
  • Awareness of container-orchestration platforms such as Kubernetes.
  • Can also support in Spanish/Portuguese language.

Willis Towers Watson is an Equal Opportunity Employer.

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