Service Desk Analyst (ICT)
Full-time
WTW
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
- 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
- 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
- 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
- At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role
- Experience working in an SLA-driven Service Desk or support environment
- Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools
- Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed
- Strong client service orientation with the ability to balance technical knowledge and customer experience
- Excellent organizational, time management, and workload prioritization skills
- Structured problem-solving ability and analytical thinking
- Willingness to work rotating shifts, including weekends and holidays
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field
- ITIL Foundation, CompTIA, and/or Microsoft Azure certification
- Basic knowledge and troubleshooting experience with technologies such as:
- Windows OS
- MS Office 365
- MS SQL
- MFA and VPN
- Citrix
- Azure
- Active Directory and Exchange Server
- Experience supporting enterprise or cloud-based applications
Vacancy posted 22 hours ago
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