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 portalsManage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAsDemonstrate comprehension of the configuration and use of various WTW technologies to support clients effectivelyAssist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experienceApply efficient support delivery practices, combining structured problem‐solving with strong people skills to drive faster and more consistent resolutionsDocument solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experienceRecord, process, and manage incidents and service requests through to resolution, following agreed processes and proceduresOwn client technical issues end-to-end,



from initial report through resolution or escalationAddress 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 requiredResolve software and technical questions efficiently to minimize service disruption and operational impactIdentify potential major incidents or recurring problems and proactively highlight them to managementAt least 2 years' experience in an IT support, end‐user support, or IT performance analysis roleExperience working in an SLA‐driven Service Desk or support environmentProficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management toolsStrong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when neededStrong client service orientation with the ability to balance technical knowledge and customer experienceExcellent organizational, time management, and workload prioritization skillsStructured problem‐solving ability and analytical thinkingFluent in English, Spanish,Proficiency in Japanese language is an advantageWillingness to work rotating shifts, including weekends and holidaysInclusive job opportunity#J-*****-Ljbffr

📌 Service Desk Analyst (Xico)
🏢 WTW
📍 Xico