The Role 

The TechBar Lead for Onsite Support Services (OSS) collaborates within the Global Service Management team to guarantee the successful provision of in-office technology support. This role involves providing on-site technical assistance to colleagues, resolving hardware and software issues that cannot be addressed remotely. Moreover, the TechBar Lead ensures the efficient configuration of technical workspaces and oversees the setup and distribution of hardware and IT peripherals.

This position is specifically aligned with a set of Technology Services within the Service Management & Governance group. The primary responsibility is to achieve the successful delivery of services in compliance with WTW standards and contractual agreements with partners. This ensures the fulfillment of business requirements and alignment with company and business segment strategies.

Onsite Support Key Responsibilities

Provide technical support to end-users, including troubleshooting hardware and software issues, answering questions, and providing guidance on best practices. Conduct user training sessions to promote efficient use of IT resources. Travel to WTW sites or remote locations to perform installations, upgrades, maintenance, and troubleshooting tasks that cannot be done remotely. Respond promptly to IT emergencies such as system outages, security breaches, or data loss incidents, implementing appropriate measures to mitigate risks and restore services. Coordinate with third-party vendors and service providers for procurement, support, and maintenance of IT infrastructure components. Install, configure, and maintain in-office workspaces and other IT peripherals as required. Collaboration with other IT teams to ensure the seamless integration of systems and resolve various technical issues that cannot be resolved remotely. Maintain effective inventory controls. Manage ticket queues and priorities escalations based on established SLA’s. Support the business in aligning existing or new service. delivery, support solutions to meet requirements and expectations whilst aligning to company strategies.  Effectively manage the purchasing, distribution, and stock level of IT peripherals within designated locations working closely with the Service Operations Admin (SOA) team. Escalate unresolved or systemic issues to the appropriate IT support teams and follow-up to ensure timely resolution. Demonstrating professionalism, work ethic, and commitment to the team's goals to set a positive example for others. Promoting a sense of unity and collaboration among team members, encouraging teamwork, and fostering a positive team culture. Effectively allocating resources, including personnel, to ensure tasks are completed efficiently and within deadlines. Inspiring and motivating team members to perform at their best, recognizing and rewarding achievements, and addressing any issues affecting morale.

 

The Requirements 

•    Minimum of 3-5 years’ experience as an onsite support technician for Local Services (On-site Support Services) Technology Services
•    Desired Qualifications, Microsoft Intune fundamentals and Microsoft Azure fundamentals
•    Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.  
•    Strong customer service and communication skills.
•    Ability to adapt to changing technologies and user needs.
•    Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment. 
•    Previous experience dealing with change delivery of local technical service teams.
•    Previous experience of working with large service provider for delivery of effective solutions and services.
•    Propagate a culture of excellence, openness, communication, and support.
•    Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
•    Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential.

 

The Company 

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets, and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact:  Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.