Service Desk L1 Analyst

3 weeks 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 WTW (NASDAQ: WTW) is in the business of people, risk and capital. With roots dating to 1828, our company has over 45,000 colleagues serving more than 140 countries and markets. Our values – client focus, teamwork, integrity, respect and excellence – underlie all that we do, including how we behave and interact with each other. They are part of our WTW DNA. 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. We are located on the internet at

Business Unit

Enterprise TechnologyHosting 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 requests

Own and progress incidents and requests with other Technology teams.

Continuous adherence to SLA as per WTW policy

Span

(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 etc.) 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 Skills

Verbal communication skills

Intermediate

Written communication skills Advance

Evaluating Problems Advance

Investigating Issues Intermediate

Working in teams Advance

Focusing on Clients Advance

WTW is an equal opportunity employer

WTW 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.

Graduate with 4 Years Exp




  • 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...


  • 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...


  • Thāne, Maharashtra, India Willis Towers Watson Full time

    Service Desk Trainer Thane, INJuly 26, 2023About WTW:Our distinct, connected perspective across talent, assets and ideas unlocks potential for our clients. While many just look at mitigating the downside, we see how a unified approach to people and risk is a path to growth. Powered by market analytics and behavioral insight, our integrated teams reveal...


  • Thāne, Maharashtra, India Kontact Global Full time

    We are looking for a Receptionist to manage our front desk daily and perform various administrative tasks.As a Receptionist, you will be the first point of contact for our company. Our Receptionist's duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business. You will also...


  • Thāne, Maharashtra, India JLL Full time

    Receptionist/Front Office ExecutiveIntegrated Facilities Management — Client Site What this job involves: Serving on the front lines of customer serviceAre you a people person who can make daily interactions such a breeze? In this role, you'll be in charge of one of the busiest places in the office—the front desk. Constantly on the go, you'll give...


  • Thāne, Maharashtra, India Riddhi Siddhi Tours & Travels Full time

    Riddhi Siddhi Tours & Travels is seeking an agile Travel Desk Coordinator to join its team in Mira Bhayandar. The Travel Desk Coordinator will be responsible for facilitating travel arrangements for clients, coordinating with vendors and suppliers, ensuring that travelers' itinerary and bookings are accurate, and responding to travel-related requests and...


  • Thāne, Maharashtra, India Rucha Group Full time

    9.30 am to 6.30 pm.Reporting To-Report directly to the Admin & HR Head.Co-ordination With-Will co-ordinate with Respective Managers/HOD's Office Head, HR & other Stake holders.Will Be In charge/Responsible forFront Desk Operations, Hospitality management, Internal & External communication.Professional Skills-Professional appearance and demeanor. Attentive....


  • Thāne, Maharashtra, India Itvedant Full time

    Department HRExperience: 2+ YearsEmployment type: Full TimeLocation: Thane Head OfficeAbout Us:Itvedant was started with the aim of bridging the gap between education and skills needed for the job with an intense passion for teaching. We are looking for dynamic and passionate people from the software industry to be a part of our family who can lead the team...

  • Analyst

    6 days ago


    Thāne, Maharashtra, India IDFC FIRST Bank Full time

    Job Title: Analyst Function Unit: Retail Banking Operations Job Purpose: The role holder has the responsibility to provide operational support for the entire gambit of Retail Asset products offered by the bank. It includes ensuring all processes are adhered as per the documented process. Roles & Responsibilities: Supports a range of products...


  • Thāne, Maharashtra, India WTW Full time

    Summary: The Team Lead is responsible for the daily supervision and accountability of Service Operation analysts and motivates them to do their job effectively to provide consistent quality and efficiency of service delivery to our clients. They will manage team members through motivation, coaching and mentoring while ensuring staffing levels are enough...


  • Thāne, Maharashtra, India IDFC FIRST Bank Full time

    Jole/Job Title: Senior Business Analyst Function/Department: Data & Analytics Job Purpose: Sr. Business Analyst works with the Data Analysts, Data Scientists, and vendor partners to create and deliver technical and functional specifications for underlying business requirements. The Sr. Business Analyst also ensures that the solutions provided...

  • Business Analyst

    5 days ago


    Thāne, Maharashtra, India Bharat TeleClinic Full time

    Join our innovative team at Bharat Teleclinic, a leader in telemedicine solutions, where we are revolutionizing healthcare delivery through teleclinics. We are seeking a versatile and experienced professional to fill a hybrid role as a Business Analyst/Project Manager/Product Manager for our teleclinic platform. In this role, you will play a pivotal role in...

  • Business Analyst

    6 days ago


    Thāne, Maharashtra, India Invoicemart Full time

    We have an opportunity forBusiness Analyst RoleatThanelocation with INVOICEMART - A.Treds.A.TREDS Limited (a group company of Axis Bank)is a national level online platform whichfacilitates financing of Receivables of Micro, Small and Medium Enterprises (MSME) from buyers through financiers.TREDS is in the business of opening accounts, uploading, accepting,...

  • Business Analyst

    5 days ago


    Thāne, Maharashtra, India Invoicemart Full time

    We have an opportunity forBusiness Analyst RoleatThanelocation with INVOICEMART - A.Treds.A.TREDS Limited (a group company of Axis Bank)is a national level online platform whichfacilitates financing of Receivables of Micro, Small and Medium Enterprises (MSME) from buyers through financiers.TREDS is in the business of opening accounts, uploading, accepting,...

  • Business Analyst

    5 days ago


    Thāne, Maharashtra, India Invoicemart Full time

    We have an opportunity for Business Analyst Role at Thane location with INVOICEMART - A.Treds. A.TREDS Limited (a group company of Axis Bank) is a national level online platform which facilitates financing of Receivables of Micro, Small and Medium Enterprises (MSME) from buyers through financiers. TREDS is in the business of opening accounts, uploading,...

  • Business Analyst

    5 days ago


    Thāne, Maharashtra, India Invoicemart Full time

    We have an opportunity for Business Analyst Role at Thane location with INVOICEMART - A.Treds.A.TREDS Limited (a group company of Axis Bank) is a national level online platform which facilitates financing of Receivables of Micro, Small and Medium Enterprises (MSME) from buyers through financiers. TREDS is in the business of opening accounts, uploading,...


  • Thāne, Maharashtra, India Saya Grand Club & Spa Resort Full time

    Job description Respond promptly to requests from guests and other departments Fill cart with supplies and transport cart to assigned area Enter guest rooms following procedures for gaining access and ensuring vacancy before entering Replace guest amenities and supplies in rooms Replace dirty linens and terry with clean items Make beds and fold terry Clean...

  • Sccm- L1/l2/l3

    5 days ago


    Thāne, Maharashtra, India 2COMs Full time

    L3 Deliverables Define the procedures for Patch Release Preparation of RCA for Major Incidents Repeat Incident / Alert Analysis SCCM & WSUS Server Management Performance tuning suggest by OEM Updation and maintenance of Availability, Capacity management Risk Analysis and Providing mitigation planning Continual Service Improvement Planning and executions...

  • PCC Data Analyst

    5 days ago


    Thāne, Maharashtra, India Bayer Full time

    At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where ,Health for all, Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and...


  • Thāne, Maharashtra, India Kotak Mahindra Full time

    **Job Description: - Working towards resolution of customer concerns and closing loop with customers. Attending to cases from MD's Desk / Other Senior Management of the Organisation. Following up on Escalated cases regularly and getting it closed within defined TAT Liaise with Department / Division Heads and be a customer advocate in resolving the cases....