Service Desk Analyst

Description

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 incidents by performing troubleshooting and escalating everything else to the remaining tiers in the operating model.

The role:

• 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
• 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
• 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

Qualifications

• 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, Service Now, 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
• Fluent in English, Spanish,
• Willingness to work rotating shifts, including weekends and holidays

Inclusive job opportunity