Technical Support Specialist
4 semanas atrás
About WTW
As a leading advisory, broking and solutions company, WTW helps clients worldwide turn risk into growth opportunities. Our rich history dates back to 1828, with notable milestones such as the Titanic ship in 1912 and The Moon Buggy in 1971.
Our Lisbon Regional Delivery Hub is home to a 175-strong global team delivering operational excellence through innovation and streamlined solutions daily.
The Opportunity
We seek an IT Support L1 Analyst to provide first-line support, serving as a single point of contact for end-users. This role involves managing customer queries, performing simple troubleshooting, and escalating issues to other tiers when necessary.
Daily Activities:
- Process Inbound Calls/Chat/Self-Service tickets according to agreed Service Level Targets (SLTs).
- Record and process tickets following agreed procedures.
- Employ problem-solving and people skills to ensure swift resolutions to technical issues.
- Triage, diagnose, and perform basic troubleshooting on computer error messages and failures.
- Utilize technical tools/resources like remote management software to provide resolution in one call whenever possible.
- Address user concerns regarding hardware, software, and networking.
- Manage account administration: new user requests, leaver requests, password requests, etc.
- Rout ticket to next team when first attempt to resolution fails and follow defined exceptions.
- Collaborate with L2/other support teams when applicable.
- Handle Special Projects as required and process Software Installation Requests.
- Evaluate issues for escalation to next-level support if needed.
Expected Salary Range
This position comes with an estimated salary range of $60,000 - $80,000 per year, depending on location and experience. Compensation includes benefits and opportunities for career growth within our organization.
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