Application Support Analyst (EMEA) at Willis Limited, trading as Willis Towers Watson plc

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem-Solving, Unix Commands, SQL, Microsoft Windows, Microsoft Office, Excel, ITIL, Mentoring, Test Plans, Ticket Logging System, Attention To Details, Data Analysis, Communication, Time Management, Quality Standards

Industry

Financial Services

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 Performance Objectives: Excellence: · 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.

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Responsibilities

The role involves daily support activities such as logging, classifying, and allocating user support issues, processing fixes for standard issues, and maintaining system documentation and procedures. Responsibilities also include analyzing support issues, providing potential solutions, mentoring junior staff, and acting as an escalation point when management is absent.