Service Desk L2 Analyst

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

The Role

Please enter the responsibilities of the role

    Manage escalated tickets from Service Desk L1 and other support group.

    Performs advance troubleshooting and handles more complex issues or unresolved incidents / request.

    Records / tracks issue / request and confirm resolution prior to closure. Responses are not scripted and require extensive probing of callers for specific information.

    Collaboration, Coordination and Communication with Infrastructure, Engineering, or other support groups to resolve Incidents and Requests.

    Aid Infrastructure / engineering / project team during specialized testing and support activities

    Contribute to Knowledge management by creating, reviewing knowledge articles / videos for both end user and SD L1 training and knowledge skills enhancement.

    Acts as Continuous Service Improvement Catalyst to promote efficiency of Service Desk

    Aids / answers technical / process questions from SD

    Participates in Infrastructure / Engineering / Messaging Calls.

    Collaborate / Coordinates with other Resolver Groups.

    Creates / Sends email escalation to SD Lead for incorrectly handled SD L1 tickets.

    Assists with creation / improvement of SD knowledge articles that can help increase FCR.

Qualifications

The Requirements

Please enter the minimum criteria, skills, education, licenses etc. required to do this job

• At least 2 years of Service Desk L1 experience or IT performance analysis and end-user support role.
• Technical knowledge of WTW products and services is an asset.
• Microsoft, ITIL Foundation, IELTS, TOEFL Certification is an advantage.
• Advance knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
• Advance knowledge in administering Active Directory and Exchange servers related Tools
• Proficiency in Service Now ticketing tool or other task management software.
• Exceptional analytical and problem-solving skills.

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