Wala nang mga aplikasyon ang tinatanggap para sa trabahong ito
- Provide technical and general application function/feature support to clients from phone, chat, and customer portal inquiries
- Manage, triage and resolve multiple incoming transactions, effectively by understandi ng client needs and meeting standard service level agreements
- Comprehension of the configuration of various WTW technologies to support clients
- Assists in developing standardized work processes, tools, and methodologies that improve quality and customer experience
- Learning and practicing efficient support delivery processes by using problem-solving and people skills contributing to the evolution of better solutions and documentation to ensure swift resolutions to technical issues
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service
- Record, process and manage tickets following agreed process and procedures to resolution
- Own client technical issues from initial report to resolution
- Address client concerns regarding hardware, software, and networking
- Communicate ticket status and tracks the progress of clients reported issues and escalate it to next level support when necessary
- Utilize all technical tools/resources e to provide effective and efficient client support
- Demonstrate effective soft skills, active listening skills and ability to empathize with client s situation
- Effectively manage length of calls, handle time, and after call work
- Manage client expectations regarding estimated response times for issue resolution
- Triage, diagnose and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of Incidents and Request
- Demonstrates flexibility in adapting content and style to different audiences. Shifts easily from big picture context to detail as required
- Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication
- Help resolve software and technical questions for the client efficiently and effectively
- Identifying potential major incidents and problems and highlighting them to management
- Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs)
- Achieve support related productivity
- At least two years experience in an IT performance analysis and end-user support role
- Associate s or bachelor s degree in computer science, information systems, or similar is a plus.
- ITIL Foundation, IELTS, TOEFL Certification is an advantage.
- Basic knowledge and troubleshooting various technologies such as Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory or Exchange Server related tools is a preferred
- Proficiency in Service Now ticketing tool or other task management software.
- Strong written and verbal communication skills Ability to ask the right questions and seek help where appropriate
- Strong client service orientation and interpersonal skills
- Skilled in balancing technical knowledge with customer service skills.
- Collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Committed to quality and continuous improvement
- Structured problem solving and analytical thinking
- Continuous improvement mindset increasing task efficiency and effectiveness with each product or service repetition
- Must be willing to work on a shifting schedule
- Must be willing to work during holidays and weekends
IT Support L1 Analyst - Taguig, Pilipinas - Willis Towers Watson
Paglalarawan
The Role
Performance Objectives: 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 issues by performing troubleshooting and escalating everything else to the remaining tiers in the operating model.
Excellence
People
Clients
Financial
The Requirements
WTW is an Equal Opportunity Employer