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Level 1 Computer Support

2 semanas atrás

Lisboa, Lisboa, Portugal Willis Towers Watson Tempo inteiro
About Our Team
We are a dynamic and collaborative team dedicated to delivering exceptional results. Our team is passionate about providing innovative insurance solutions to our clients. As an IT Support L1 analyst, you will join a team of professionals who are committed to excellence. In this role, you will work closely with other teams to ensure efficient resolution of technical issues. Your duties will include accepting inbound calls, processing tickets, and utilizing problem-solving skills to resolve technical issues. You will also be responsible for coordinating with L2/other support teams when applicable, handling special projects, and processing software installation requests.
Daily Activities:
  • Manage customer queries and perform simple troubleshooting.
  • Utilize problem-solving and interpersonal skills to ensure swift resolutions to technical issues.
  • Triage, diagnose, and perform basic troubleshooting on computer error messages and failures, resolving or making recommendations for the resolution of incidents and requests.
  • Utilize all 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 the first attempt at resolution fails, following defined exceptions.
  • Handle special projects as applicable and process software installation requests.
  • Escalate issues to next-level support if needed.