Service Desk L1 Analyst

1 week ago

Thāne, Maharashtra, India WTW Full time
Job Role Service Desk Analyst Role Description Professionals who help users resolve their issues with computer hardware and software Location/Country Vikhroli / Thane (Work from Office)


Job Type Full time Workshift 06:30 am - 03:30 pm / 01:30 pm - 10:30 pm / 10:30 pm - 7:30 am (24x7 rotational) Reporting To Technical Support Team Supervisor What's in it for me? When you join us, you make the decision to be a part of a leading global people, risk and capital company.

We offer a rewarding and challenging environment. You will work with interesting people on exciting assignments. And there is always something new to learn. Working at WTW has its rewards.

Not only do we get to collaborate with talented colleagues and work with great clients, we are offered competitive total rewards programs that align with our values.


Some of our benefits & perks:

  • Hybrid working
  • Competitive rewards
  • Work life balance
  • Industry leading healthcare
  • Savings and investments
  • Educational resources
  • Maternity and paternity leaves
  • Opportunity to network and connect
  • Corporate discounts on products and services
  • Generous time off About Company Business Unit
Enterprise Technology

–

Hosting and End User Services

are responsible for three important services: IT Service Management, End User & Collaboration Services and Hosting Services.
Creating exceptional user experience is the core objective of Service Desk.
Job Summary


The Service Desk Analyst play a key role in the delivery of high-quality technical support for the business, whilst delivering exceptional customer satisfaction and personalized service.

This position requires a high percentage of incident resolution, problem-solving and technical skills using various diagnostic tools, and is a critical first line of support for our customers.

The role requires the ability to provide the highest levels of resolution, support, and customer satisfaction, in line with company policy and procedures.

Responsibilities & Duties

Responsible for answering telephone calls in a polite and timely manner while achieving agreed call wait levels.
Logging all relevant incident/service request details, allocating, categorization and prioritization. Fulfills requests to IT systems in accordance with the controls and requirements that govern information security access. To strive to attain the highest possible first-time service resolution rate for customers. To maintain a comprehensive understanding of the Service Desk knowledge base systems to deliver an unparalleled customer service experience. Keeping Colleagues informed of incident progress, notifying them of impending changes or agreed outages, etc. Provide positive feedback and input regarding current processes and provide performance improvement documentation. Provide the highest levels of customer support and satisfaction in-line with the company's policy and procedures.

Follow-up & closing all resolved incidents and requestsOwn and progress incidents and requests with other Technology teams.

Continuous adherence to SLA as per WTW policySpan(if applicable) Direct Span Indirect Span NA NA Education Qualification Any Graduate with IT specialization Experience Band 2-4 yrs.


Technical Skills:
Need to have Skill Proficiency Service Now Advance ITIL Intermediate Excel (pivot, macros, formula and PowerPoint Intermediate Understanding of Active Directory, Privileged Access Management Controls. Intermediate Basics of IT Auditing and IT Risk concepts Basic

Technical Skills:
Nice to have Active Directory group and Account Administration Basic Exchange Online Admin Center Basic Power BI Basic


Behavioral Competencies & Soft SkillsVerbal communication skillsIntermediateWritten communication skills Advance Evaluating Problems Advance Investigating Issues Intermediate Working in teams Advance Focusing on Clients Advance WTW is an equal opportunity employerWTW 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 WTW.

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