Service Desk L2 Analyst
Willis Towers Watson Plc
Service Desk L2 Analyst
The Role
Manage escalated tickets from Service Desk L1 and other support group. Performs advance troubleshooting and handles more complex issues 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. Collaboration, Coordination and Communication with Infrastructure, Engineering, or other support groups to resolve Incidents and Requests. 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. Acts as Continuous Service Improvement Catalyst to promote efficiency of Service Desk Aids/answers technical/process questions from SD Participates in Infrastructure/Engineering/Messaging Calls. Collaborate/Coordinates with other Resolver Groups. Creates/Sends email escalation to SD Lead for incorrectly handled SD L1 tickets. Assists with creation/improvement of SD knowledge articles that can help increase FCR.
The Requirements
At least 2 years of Service Desk L1 experience or IT performance analysis and end-user support role. Technical knowledge of WTW products and services is an asset. Microsoft, ITIL Foundation, IELTS, TOEFL Certification is an advantage. Advance knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software. Advance knowledge in administering Active Directory and Exchange servers related Tools. Proficiency in Service Now ticketing tool or other task management software. Exceptional analytical and problem-solving skills.