Service Desk Analyst (ICT)

Responsibilities:

Excellence

• 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
• Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience
• Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions
• Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience

People

• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures
• Own client technical issues end-to-end, from initial report through resolution or escalation
• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)
• Communicate ticket status clearly, track progress, and escalate issues to next-level support when required
• Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support
• Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions

• Effectively manage call handling time, after-call work, and workload prioritization

  Clients

• Manage client expectations regarding response and resolution times
• Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation
• Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed

• Provide timely and accurate updates to clients via phone, email, or other communication channels

  Financial

• Resolve software and technical questions efficiently to minimize service disruption and operational impact
• Identify potential major incidents or recurring problems and proactively highlight them to management
• Escalate unresolved incidents in line with defined SLAs and operational thresholds
• Achieve support-related productivity targets while maintaining service quality

Essential / Must-Have:

• At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role
• Experience working in an SLA-driven Service Desk or support environment
• Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools
• Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed
• Strong client service orientation with the ability to balance technical knowledge and customer experience
• Excellent organizational, time management, and workload prioritization skills
• Structured problem-solving ability and analytical thinking

• Willingness to work rotating shifts, including weekends and holidays

   

Preferred / Advantageous:

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field
• ITIL Foundation, CompTIA, and/or Microsoft Azure certification
• Basic knowledge and troubleshooting experience with technologies such as:
  • Windows OS
  • MS Office 365
  • MS SQL
  • MFA and VPN
  • Citrix
  • Azure
  • Active Directory and Exchange Server
• Experience supporting enterprise or cloud-based applications

WTW is an Equal Opportunity Employer