Participation in day to day support call logging and allocation.
Classify support issues received from users and allocate them with the support teams for resolution.
Monitor and report on volume of support issues received and outstanding.
Process fixes for standard support issues and report back to users.
Provide an excellent customer service experience for all that contact the Support desk.
Maintain system documentation and procedures to ensure completeness and utility.
Ad hoc tasks to support the team and the demands of the business.
Formulation, maintenance and execution of test plans for solutions to support issues.
Recording of management information in respect of the issues raised by users.
Maintenance of the team's ticket logging system.
Analyze and document support issues providing potential solutions or options.
Provides mentoring and training to junior members of the team.
Able to stand in as an escalation point in times of management absence.
Builds collaboration and influence across WTW.
Out of hours support may be required from time to time and colleagues will be consulted where required
Excellence
Performance Objectives:
Confidently analyze information and situations appreciating the wider impact. Anticipating problems/obstacles before they occur.
To think creatively about solutions to problems
Able to identify significant/high impact support issues and key details reported by users
Able to monitor and classify support calls efficiently and allocate them appropriately
Comfortably manage and carry out a varied workload of personal and team priorities.
Identifies improvements in the effectiveness of the team and offers procedures to implement.
Ensure technical
Recognize the importance of adhering to quality standards and work procedures to maintain the integrity of the system.
People
Comfortably works co-operatively with others, predominately offering support where needed.
Builds collaboration and influence across WTW.
Provides main support and coaching to continue in the sharing of team knowledge.
Take responsibility for own career development by seeking new challenges and accepting opportunities.
Clients
Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.
Contributes to varying projects across the whole department when opportunities arise.
Works collaboratively with other teams to offer/identify areas of improvements in procedures.
Qualifications
The Requirements
Highly motivated with a can-do attitude.
Excellent Customer Service.
Ability to work quickly and efficiently.
Open to work on a shifting schedule including weekends and holidays
Open to hybrid work setup
Confident user of Microsoft Windows and Microsoft Office (especially Excel)
Basic knowledge of Unix commands
Basic to Intermediate knowledge of SQL
Excellent attention to details.
Strong problem-solving skills.
Able to work well under pressure and meet targets.
Able to interpret figures and be able to conduct basic arithmetic calculations accurately.
Able to write clearly and concisely and adapt styles for various purposes and audiences.
Articulate effectively and appropriately in various situations.
Experience of telephony administration tools (like 8X8) is advantageous.
Experience and knowledge of ITIL and Service Desk Institute frameworks is advantageous
Technical Competencies
Subject Matter Expertise
Developing expertise
You seek opportunities to build your subject matter knowledge, skills and understanding of emerging technologies and industry practices in your area. You share your knowledge with team members.
Applying expertise
You apply your subject matter knowledge and skills to develop and improve routine and non-routine solutions
Solution Development
Systems thinking
You work across teams to develop solutions.
You look at the bigger picture to identify links between domains, systems, people and processes.
Focusing on quality
You mentor others and take ownership and accountability for the quality of your own and team's solutions.
Technical Communication
Simplifying complexity
You apply subject matter knowledge to answer technical questions clearly and concisely, limiting jargon.
Influencing stakeholders
You consider the needs and comprehension level of different stakeholders to determine the most appropriate content and style.
