Job Information
WTW Service Desk Analyst in Miguel Hidalgo, Mexico
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 – 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 WTW 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
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 – 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