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Service Desk Analyst
hace 2 meses
Job Summary
We are seeking a highly skilled and customer-focused Service Desk Analyst to join our team at WTW. As a key member of our IT support team, you will be responsible for providing technical support and assistance to our clients and internal stakeholders.
Key Responsibilities
- Manage, triage, and resolve multiple incoming technical issues, ensuring timely and effective resolution to meet standard service level agreements.
- Develop and maintain in-depth knowledge of WTW's technology infrastructure and systems to provide expert-level support.
- Collaborate with cross-functional teams to identify and implement process improvements, resulting in enhanced quality and customer experience.
- Document solutions and best practices in our knowledge base to ensure seamless knowledge transfer and continuous improvement.
- Stay up-to-date with industry trends and emerging technologies to drive innovation and automation excellence in our support processes.
Requirements
- Minimum of five years of experience in IT performance analysis and end-user support, preferably in a Help Desk or Application/Software Support role 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) and familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.
- Excellent client-facing skills, strong communication and interpersonal skills, and ability to balance technical knowledge with customer service skills.
- Strong written and verbal communication skills, with ability to ask the right questions and seek help when necessary.
- Must possess strong teamwork, communication, and collaboration abilities, with excellent organizational and time management skills.
- Committed to quality and continuous improvement mindset, with ability to increase 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 and basic networking skills, including diagnostic utilities (e.g. Wireshark, Fiddler).
- Experience with Virtual Desktop Infrastructure (e.g. Citrix, RDS, AVD) and awareness of container-orchestration platforms such as Kubernetes.
- Fluency in Spanish or Portuguese language is an advantage.
What We Offer
As a Service Desk Analyst at WTW, you will have the opportunity to work with a talented team of professionals, develop your technical skills, and contribute to the success of our organization. We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.
