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IT Service Desk L1 Analyst at Willis Limited, trading as Willis Towers Watson plc

Taguig, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, User Account Management, Password Resets, Connectivity Support, Microsoft Office 365, Windows, VPN, Citrix, MFA, ServiceNow, Active Directory, Exchange Server, ITIL, Soft Skills, Time Management

Industry

Financial Services

Description

The Role * Perform customer support to client via telephone, chat, self-service tickets etc… * Resolving the issues through phone, chat and self-service communication channels * User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests. * Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN * Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc., * Help resolve software and technical questions for the customer efficiently and effectively * Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. * Effectively manage length of calls, handle time, and after call work. * Manage customer expectations regarding estimated response times for issue resolution. * Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations * 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). * Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation * 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. * Promote teamwork and Service Desk success.

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Responsibilities

The analyst will perform first-line customer support via phone, chat, and tickets, focusing on resolving issues like user account management, connectivity problems, and software/hardware questions. They must own technical issues from report to resolution while managing customer expectations and adhering to SLAs.