Job Description

Daily Activities:

• Monitor/Manage/Processes routed tickets from Service Desk L1 and other support team.

• Aid Service Desk L1 in processing tickets (Incident/Request) when need arises such as in the case of major incidents that drives call volume

• Records, process, and tracks issues/request and confirms resolution prior to closure following agreed processes and procedures

• Perform advance and in-depth triaging, troubleshooting, and diagnosing error messages and failures that Service Desk L1 cannot resolve.

• Utilizes all technical tools or resources like the remote management software or back-end tools to provide resolution for issues and request.

• Helps customer manage software installations and hardware repair

• Provide Executive VIP support and mobility support
• Process escalated Account administration ticket (account setup, password requests, account unlock etc.,)
• Liaise with Engineering, Infrastructure, Application, or other support team for ticket resolution.

• Coordinates with other support group as applicable before ticket escalation.

Business Value:

• Consistency of delivering quality service for end user support and request fulfillment

• Efficiency and cost savings.

• Service Desk L2 contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that clients can utilize the systems and software that they need.

• Major Driver of great customer experience.

• Ability to quickly adapt to business requirements and provide effective and efficient solutions.

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.
• Point of contact for new technology releases/adoption for support testing prior to knowledge documentation creation/approval.

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The Requirements

• At least 3 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.
• Strong English communication, collaboration, and interpersonal skills.
• Excellent organizational, time management and multitasking skills.

WTW is an Equal Opportunity Employer