It Support L1 Analyst
Há 3 dias
DescriptionAbout Us WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.
From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW has a richness in insurance history dating back to 1828.
Our WTW Regional Delivery Hub based in the heart of Lisbon encompasses a 175 strong global team who deliver operational excellence through innovation and streamlined solutions every single day.
The Opportunity The IT Support L1 analyst role serves as the first line of support, providing a single point of contact for end-users. The analyst is responsible for managing customer queries and performing simple troubleshooting. IT Support L1 personnel act as the interface between the customer and other tiers of IT support, fixing what they can through basic troubleshooting at the first point of contact and escalating everything else to the remaining tiers in the operating model.
Daily Activities: Accept inbound calls, chat, and self-service tickets according to agreed Service Level Targets (SLT).Record and process tickets following agreed processes and procedures.Utilize problem-solving and people skills to ensure swift resolutions to technical issues.Triage, diagnose, and perform basic troubleshooting on computer error messages and failures, resolving or making recommendations for incidents and requests.Utilize technical tools/resources like remote management software to provide resolution in one call whenever possible.Address user concerns regarding hardware, software, and networking.Account administration: manage new user requests, leaver requests, password requests, etc.Timely ticket routing to the next team when the first attempt to resolution fails and follows defined exceptions.Coordinate with L2 and other support teams when applicable.Handle special projects as applicable and process software installation requests.Escalate issues to the next level of support if needed. QualificationsWhat You'll Bring Proficient in oral and written German and English.At least two (2) years of experience in IT performance analysis and end-user support roles.Associate's or bachelor's degree in computer science, information systems, or a similar field is a plus.ITIL Foundation, IELTS, or TOEFL Certification is an advantage.In-depth and current knowledge of computer programs, hardware, and business applications.Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory, and Exchange Server related tools is a must.Proficiency in Service Now ticketing tool or other task management software.Skilled in balancing technical knowledge with customer service skills.Why WTW? At WTW, we offer more than just a job—we offer a career. Here's what you can expect:
Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.Competitive Compensation: Benefit from an attractive, performance-related remuneration system.Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.Community and Celebration: Participate in corporate events and celebrate our successes together.Join Us Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it's a journey. Apply now and turn your potential into success with WTW
Willis Towers Watson is an equal opportunity employer.
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