Areas of Responsibility
- Monitor/Manage/Process routed tickets from Service Desk L1 and other support group.
- Performs advance troubleshooting and is the SD L1 2nd line of support for complex or unresolved incidents/request.
- Records/tracks issue/request and confirm resolution prior to closure. Responses are not scripted and require extensive probing of callers for specific information.
- Aid Service Desk L1 in processing tickets (Incident/Request) when need arises such as in the case of major incidents that drives call volume
- Liaise with Technical/Infrastructure/Engineering/Cloud team etc., for resolution.
- Provide Executive VIP support and mobility support
- Contribute to continuous service improvement and transformation activities
- Aid Infrastructure/engineering/project team during specialized testing and support activities
- Contribute to Knowledge management by creating, reviewing knowledge articles/videos for both end user and SD L1 training and knowledge skills enhancement.
- Compose emails to customers using proper style, with writing that is clear, thorough, and grammatically correct
- Document in the help desk application and other tools the work performed to troubleshoot problems and resolve technical issues
Requirements and competencies:
- At least 2 years of Service Desk L1 agent experience or IT performance analysis and end-user support role.
- Basic MS Office and Service Now Ticketing system experience
- Has knowledge of MFA, VPN, Azure, or cloud-based solutions.
- Advance knowledge in administering Active Directory and Exchange servers related Tools
- Advance knowledge of computer programs and hardware.
- Proficiency in customer relationship management (CRM) and task management software.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Basic MS Office and Ticketing system experience
- Able to communicate clearly over the phone to end users
- Professional attitude
- Willingness to learn new skills
WTW is an Equal Opportunity Employer
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