IT Support Specialist with Excellent Customer Service Skills

2 semanas atrás


Lisboa, Lisboa, Portugal Willis Towers Watson Tempo inteiro

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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