IT Support Specialist with Excellent Customer Service Skills
2 semanas atrás
About Us
Willis Towers Watson (WTW) is a renowned global advisory, broking and solutions company. Our rich history spans over 190 years, dating back to 1828.
Our Lisbon-based Regional Delivery Hub is home to a 175-strong team of experts who deliver operational excellence through innovation and streamlined solutions.
The Opportunity:
This IT Support L1 Analyst role involves providing exceptional customer service as the first point of contact for end-users. You will be responsible for managing customer queries, performing simple troubleshooting, and escalating complex issues to other tiers of support.
Daily Activities:
- Acknowledge and process inbound calls, chats, and self-service tickets in accordance with agreed Service Level Targets (SLTs).
- Record and process tickets following established 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.
- Resolve or make recommendations for the resolution of incidents and requests.
Requirements:
- Proficient in oral and written German and English languages.
- At least two years of experience in an IT performance analysis and end-user support role.
- Associate's or bachelor's degree in computer science, information systems, or a related field.
- Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory, and Exchange Server-related tools.
What We Offer:
- An attractive, performance-related remuneration system with a salary range of $60,000 - $80,000 per annum.
- Flexible working hours and hybrid working options to suit your lifestyle.
- A steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
- A collaborative, appreciative, and dynamic environment where decisions are made together.
- Participation in corporate events and celebration of our successes.
We are an equal opportunity employer, committed to creating a diverse and inclusive workplace culture.
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