The Role

This role requires a functionally knowledgeable, technically savvy and customer focused individual. This person will possess demonstrable and successful background understanding, managing assessing client’s inquiries, resolving reported issues, and optimizing the performance of our client IT systems and software by performing advance troubleshooting or appropriately escalating them.

Performance Objectives: 

As a support second level, you will be tasked with understanding the client needs and also be able to present alternative solutions when appropriate Understand complex issues reported, diagnose problems, analyse the performance of IT systems, apply advance troubleshooting, resolve IT hardware and software issues, and suggest improvements. Point of contact for new technology releases/adoption for support testing prior to knowledge documentation creation/approval. Develop a trusted analyst relationship with team and manager through effective communication  Contribute to Knowledge management by creating, reviewing knowledge articles/videos for both end user and IT Analyst L1 training and knowledge skills enhancement.

Excellence

Contribute to the development of new tools, processes, and solutions to meet our client technical needs Consult with other analysts and support team to identify resolutions to client needs and other related platforms Provide technical and general application function/feature support for clients – from phone, chat, and customer portal inquiries. Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements  Acts as Continuous Service Improvement Catalyst to promote efficiency of L1 Support Analyst Aids/answers technical/process questions from L1 Support Analyst Participates in Infrastructure/Engineering/Messaging Calls when requested Collaborate/Coordinates with other Support teams. Creates/Sends email escalation to Team Manager 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.

People/Clients

Monitor/Manage/Process routed tickets from IT Support Analyst L1 and other support team. Aid Support Analyst 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 Liaise with Engineering, Infrastructure, Application, or other support team for ticket resolution. Coordinates with other support group as applicable before ticket escalation.

Financial

Take ownership of all client interactions entering via the client support infrastructure, identify potential application issues, utilize appropriate follow-through, log all client interactions, and escalate for resolution Help resolve software and technical questions for the client efficiently and effectively 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). Achieve support related productivity

The Requirements

At least 3 years of experience on 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 ToolsProficiency in Service Now ticketing tool or other task management software.Exceptional analytical and problem-solving skills.Strong client service orientation, English communication, collaboration, and interpersonal skills.Excellent organizational, time management and multitasking skills.Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriateSolid understanding of Internet technologies, web servers and web proxy serversSelf-motivated and ability to remain focused on assigned projectsCommitted to quality and continuous improvementDesire to learn, accept new challenges and have funAbility to work extended hours as needed

WTW is an Equal Opportunity Employer