Service Desk Analyst#

Overview

This is an opportunity for a functionally knowledgeable, technically savvy and customer focused individual. This person will possess demonstrable and successful background understanding and managing client’s inquiries, resolving reported incidents by performing troubleshooting and escalating everything else to the remaining tiers in the operating model.

The Role

• Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals
• Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs
• Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively
• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures
• Own client technical issues end-to-end, f...