Service Desk L1 Analyst

3 weeks ago


thane, India WTW Full time

About 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 hidden value within the critical intersections of our clients’ organizations. 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.

Responsibilities:

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.

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