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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 IT Support L1 Analyst role serves as the first line of support, providing a single point of contact for end-users. This role is responsible for managing customer queries and performing simple troubleshooting. IT Support L1 Analysts act as the interface between the customer and other tiers of IT support, resolving issues where possible at the first point of contact and escalating others 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 recommending solutions 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: new user requests, leaver requests, password requests, etc.Timely ticket routing to the next team when first attempts at resolution fail, following defined exceptions.Coordinate with L2/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.The Requirements:Proficient in oral and written German and English.At least two (2) years' 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.#J-18808-Ljbffr
