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 elevate 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

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 , ServiceNow, 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,

Proficiency in Japanese language is an advantage

Willingness to work rotating shifts , including weekends and holidays

Inclusive job opportunity

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📌 Service Desk Analyst (Miguel Hidalgo)
🏢 WTW
📍 Miguel Hidalgo