Service Desk Analyst (ICT_TECH CS_2026_03R) at WTW CO

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

22 Jul, 26

Salary

0.0

Posted On

23 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT support, ServiceNow, BMC Helix, ITSM, Troubleshooting, Incident management, SLA management, Customer service, Active listening, Japanese language, Windows OS, MS Office 365, Active Directory, Azure, VPN, Citrix

Industry

Financial Services

Description

Responsibilities: Excellence * Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals * Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs * Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively * Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience * Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions * Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience People * Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures * Own client technical issues end-to-end, from initial report through resolution or escalation * Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS) * Communicate ticket status clearly, track progress, and escalate issues to next-level support when required * Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support * Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions * Effectively manage call handling time, after-call work, and workload prioritization Clients * Manage client expectations regarding response and resolution times * Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation * Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed * Provide timely and accurate updates to clients via phone, email, or other communication channels Financial * Resolve software and technical questions efficiently to minimize service disruption and operational impact * Identify potential major incidents or recurring problems and proactively highlight them to management * Escalate unresolved incidents in line with defined SLAs and operational thresholds * Achieve support-related productivity targets while maintaining service quality

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Responsibilities

Provide technical support to internal and external clients by managing, triaging, and resolving incidents and service requests. Document solutions in the knowledge base and communicate effectively with clients to ensure high-quality service delivery.