**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**
- 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
**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 - 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

📌 Service Desk Analyst (Xico)
🏢 WTW
📍 Xico