91±¬ÁÏ

    Para se manter informado(a) sobre novas vagas:
    Junte-se ¨¤ nossa Rede de Talentos

    Service Desk Analyst#

    Mexico City, Mexico. Philippines

    Service Desk Analyst#

    • 202403983
    • Mexico City, Mexico
    • Philippines
    • Closing on: Oct 30 2025

    Description

    This is an opportunity for a functionally knowledgeable, technically savvy, and customer-focused individual. This person will possess a demonstrable and successful background in 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/feature support to internal and external clients ¨C from phone, email, and customer portal inquiries
    • Manage, triage, and resolve multiple incoming transactions, effectively by understanding client needs and meeting standard service level agreements?
    • Comprehension of the configuration of various 91±¬ÁÏ 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 contributes 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

    ?

    Qualifications

    The Requirements

    • With a minimum of five years of experience in IT performance analysis and end-user support, including prior roles in IT Helpdesk or Application/Software Support equivalent to level 1.5 to 2, within an ITIL-oriented environment.?(Preferred)
    • Associate or bachelor¡¯s degree in Computer Science, Information Technology, or a related field.?(Preferred)
    • ITIL Foundation, CompTIA, and Microsoft Azure Certification is an advantage. (Good to have)
    • Basic scripting knowledge (e.g. PowerShell, Python, SQL) (Preferred/Good to have)
    • Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.?(Preferred)
    • Gold standard client facing skills with strong client service orientation and interpersonal skills. Able in balancing technical knowledge with customer service skills (Preferred)
    • Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate.?(Preferred)
    • Must possess strong teamwork, communication, and collaboration abilities.?(Preferred)
    • Excellent organizational and time management skills with structured problem solving and analytical thinking. ?(Preferred)
    • Committed to quality and continuous improvement mindset ¨C increasing task efficiency and effectiveness with each product or service repetition.?(Preferred)
    • Must be willing to work on a shifting schedule including holidays and weekends.?(Preferred)
    • General knowledge of the Insurance Industry.?(Good to have)
    • Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler).?(Preferred/Good to have)
    • Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD) (Preferred/Good to have)
    • Awareness of container-orchestration platforms such as Kubernetes (Preferred/Good to have)
    • Can also support in Spanish/Portuguese language (Preferred)

    ?

    Willis Towers Watson is an Equal Opportunity Employer

    ?

    Apply Now

    Voc¨º n?o?

    Obrigado

    Contato n?o solicitado

    Quaisquer curr¨ªculos n?o solicitados/perfis de candidatos enviados por meio de nosso site ou para contas de e-mail pessoais de funcion¨¢rios da Willis Towers Watson s?o considerados propriedade da Willis Towers Watson, n?o estando sujeitos ao pagamento de comiss?o. Para que uma Ag¨ºncia de Recrutamento/Empresa de Pesquisa seja autorizada pela Willis Towers Watson, ela deve ter um contrato formal por escrito, assinado por um recrutador autorizado da Willis Towers Watson, e uma rela??o de trabalho ativa com a organiza??o. Os curr¨ªculos devem ser enviados de acordo com nosso processo de inscri??o de candidatos, que inclui o envolvimento ativo na pesquisa espec¨ªfica. Da mesma forma, se o processo de inscri??o de candidatos n?o for seguido, nenhuma comiss?o ser¨¢ paga pela Willis Towers Watson para nossas ag¨ºncias de recrutamento/empresas de pesquisa autorizadas. A Willis Towers Watson ¨¦ um empregador de oportunidades iguais. Se voc¨º deseja que suas informa??es de contato sejam salvas para considera??o futura, envie um e-mail para:?Agency.inquiries@willistowerswatson.com .

    Nossos Escrit¨®rios

    Nossos colegas atendem mais de 140 pa¨ªses e mercados ao redor do mundo. Isso d¨¢ uma dimens?o global a tudo o que fazemos e cria muitas oportunidades interessantes para voc¨º colaborar e crescer. Explore o mapa abaixo para ver onde sua carreira pode lev¨¢-lo.

    Conhe?a nossa equipe