Senior Service Desk Analyst (Rotating Shift) ID-1084

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Description

The Role

Excellence

  • Provide technical and general application function/feature support to internal and external clients – from phone, email, and customer portal inquiries
  • Manage, triage and resolve multiple incoming transactions, effectively by understanding client needs and meeting standard service level agreements
  • Comprehension of the configuration of various WTW technologies to support clients
  • Assists in developing standardized work processes, tools, and methodologies that improve quality and customer experience
  • Learning and practicing efficient support delivery processes; by using problem-solving and people skills contributing to the evolution of better solutions and documentation to ensure swift resolutions to technical issues
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service

People

Other Jobs You May Be Interested In

  • Record, process and manage tickets following agreed process and procedures to resolution
  • Own client technical issues from initial report to resolution
  • Address client concerns regarding ICT software products, SaaS and MHS
  • Communicate ticket status and tracks the progress of clients reported issues and escalate it to next level support when necessary
  • Utilize all technical tools/resources to provide effective and efficient client support
  • Demonstrate effective soft skills, active listening skills and ability to empathize with client’s situation
  • Effectively manage length of calls, handle time, and after call work

Clients

  • Manage client expectations regarding estimated response times for issue resolution
  • Triage, diagnose and perform basic troubleshooting on software error messages and failures and resolve or make recommendations for resolution of Incidents and Request
  • Demonstrates flexibility in adapting content and style to different audiences. Shifts easily from “big picture” context to detail as required
  • Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication

Financial

  • Help resolve software and technical questions for the client efficiently and effectively
  • Identifying potential major incidents and problems and highlighting them to management
  • Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs)
  • Achieve support related productivity

Qualifications

The Requirements

  • With a minimum of five years of experience in IT performance analysis and end-user support, including prior roles in IT Helpdesk or Application/Software Support equivalent to level 1.5 to 2, within an ITIL-oriented environment.
  • Associate or bachelor’s degree in Computer Science, Information Technology, or a related field.
  • ITIL Foundation, CompTIA and Microsoft Azure Certification is an advantage.
  • Basic scripting knowledge (e.g. PowerShell, Python, SQL)
  • Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.
  • Gold standard client facing skills with strong client service orientation and interpersonal skills. Able in balancing technical knowledge with customer service skills
  • Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate.
  • Must possess strong teamwork, communication, and collaboration abilities.
  • Excellent organizational and time management skills with structured problem solving and analytical thinking.
  • Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition.
  • Must be willing to work on a shifting schedule including holidays and weekends.
  • General knowledge of the Insurance Industry.
  • Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler).
  • Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD)
  • Awareness of container-orchestration platforms such as Kubernetes
  • An understanding of cloud-based technologies, containerization, Active Directory, Microsoft software and services

 

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