IT Support L2 Analyst

1 semana atrás

Lisboa, Portugal Willis Towers Watson Tempo inteiro

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 of who deliver operational excellence through innovation and streamlined solutions every single day.

IT Support Analyst L2 should exhibit sound knowledge and experience of IT system analysis and whose IT expertise, results in enhanced end-user support and system performance by providing technical expertise and committing to customer service.

**Daily Activities**:

- Monitor/Manage/Processes routed tickets from IT Support L1 and other support team.
- Aid IT Support L1 in processing tickets (Incident/Request) when need arises such as in the case of major incidents that drives call volume
- Records, process, and tracks issues/request and confirms resolution prior to closure following agreed processes and procedures
- Perform advance and in-depth triaging, troubleshooting, and diagnosing error messages and failures that IT Support L1 cannot resolve.
- Utilizes all technical tools or resources like the remote management software or back-end tools to provide resolution for issues and request.
- Helps customer manage software installations and hardware repair
- Provide Executive VIP support and mobility support
- Process escalated Account administration ticket (account setup, password requests, account unlock etc.,)
- Liaise with Engineering, Infrastructure, Application, or other support team for ticket resolution.
- Coordinates with other support group as applicable before ticket escalation.

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