IT Service Desk L1 Analyst

WTW

Job Location:

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

The Role

Perform customer support to client via telephone chat self-service tickets etc
Resolving the issues through phone chat and self-service communication channels
User Account management such as password resets account unlock assigning permissions for reported incidents and requests.
Provide connectivity support for home users which includes network routers Citrix Virtual Technologies MFA and VPN
Providing support for Microsoft Office 365 Windows Chrome device printer mobile etc.
Help resolve software and technical questions for the customer efficiently and effectively
Own customer technical issues from initial report to resolution communicating with customers regularly regarding issue status.
Effectively manage length of calls handle time and after call work.
Manage customer expectations regarding estimated response times for issue resolution.
Achieve target SLAs like response and resolution times by partnering within L1 L2 and L3 Support organizations
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).
Demonstrate effective soft skills active listening skills and ability to empathize with customers situation
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.
Promote teamwork and Service Desk success.

Responsibilities

Qualifications

The Requirements

At least two years experience in an IT performance analysis and end-user support role.
Associates or bachelors degree in computer science information systems or similar is a plus.
ITIL Foundation IELTS TOEFL Certification is an advantage.
In-depth and current knowledge of computer programs hardware and business applications.
Basic knowledge of Windows MS Office 365 MFA VPN Citrix Azure Active Directory and Exchange Server related tools is a must/
Proficiency in Service Now ticketing tool or other task management software.
Skilled in balancing technical knowledge with customer service skills.
Analytical and problem-solving skills.
Collaboration communication and interpersonal skills.
Excellent organizational and time management skills.

WTW is an Equal Opportunity Employer

Required Experience:

DescriptionThe RolePerform customer support to client via telephone chat self-service tickets etcResolving the issues through phone chat and self-service communication channelsUser Account management such as password resets account unlock assigning permissions for reported incidents and requests.Pro...