Senior Service Desk Analyst

**Description**:
**The Role**

**Excellence**
- 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 contributing 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

**People**
- Record, process and manage tickets following agreed process and procedures to resolution
- Own client technical issues from initial report to resolution
- Address client concerns regarding ICT software products, SaaS and MHS
- Communicate ticket status and tracks the progress of clients reported issues and escalate it to next level support when necessary
- Utilize all technical tools/resources to provide effective and efficient client support
- Demonstrate effective soft skills, active listening skills and ability to empathize with client’s situation
- Effectively manage length of calls, handle time, and after call work

**Clients**
- Manage client expectations regarding estimated response times for issue resolution
- Triage, diagnose and perform basic troubleshooting on software error messages and failures and resolve or make recommendations for resolution of Incidents and Request
- Demonstrates flexibility in adapting content and style to different audiences. Shifts easily from “big picture” context to detail as required

**Financial**
- Help resolve software and technical questions for the client efficiently and effectively
- Identifying potential major incidents and problems and highlighting them to management
- Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs)
- Achieve support related productivity

**Qualifications**:
**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.
- 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. Able in balancing technical knowledge with customer service 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.
- An understanding of cloud-based technologies, containerization, Active Directory, Microsoft software and services.

WTW is an Equal Opportunity Employer