Service Desk L2 Analyst

10 hours ago


Mumbai, Maharashtra, India WTW Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Description

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.
Qualifications

The Requirements

  • 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.
  • Strong English communication, collaboration, and interpersonal skills.

Excellent organizational, time management and multitasking skill



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