Service Desk L2 Analyst

8 hours ago

Mumbai, Maharashtra, India WTW Full time ₹ 4,00,000 - ₹ 8,00,000 per year
Description

The Role

Please enter the responsibilities of the role

 Manage escalated tickets from Service Desk L1 and other support group.

 Performs advance troubleshooting and handles more complex issues or unresolved incidents/request.

 Records/tracks issue/request and confirm resolution prior to closure. Responses are not scripted and require extensive probing of callers for specific information.

 Collaboration, Coordination and Communication with Infrastructure, Engineering, or other support groups to resolve Incidents and Requests.

 Aid Infrastructure/engineering/project team during specialized testing and support activities

 Contribute to Knowledge management by creating, reviewing knowledge articles/videos for both end user and SD L1 training and knowledge skills enhancement.

 Acts as Continuous Service Improvement Catalyst to promote efficiency of Service Desk

 Aids/answers technical/process questions from SD

 Participates in Infrastructure/Engineering/Messaging Calls.

 Collaborate/Coordinates with other Resolver Groups.

 Creates/Sends email escalation to SD Lead for incorrectly handled SD L1 tickets.

 Assists with creation/improvement of SD knowledge articles that can help increase FCR.

Qualifications

The Requirements

Please enter the minimum criteria, skills, education, licenses etc. required to do this job

  • At least 2 years of Service Desk L1 experience or IT performance analysis and end-user support role.
  • Technical knowledge of WTW products and services is an asset.
  • Microsoft, ITIL Foundation, IELTS, TOEFL Certification is an advantage.
  • Advance knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
  • Advance knowledge in administering Active Directory and Exchange servers related Tools
  • Proficiency in Service Now ticketing tool or other task management software.
  • Exceptional analytical and problem-solving skills.

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