WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW has a richness in insurance history dating back to 1828. Our WTW Regional Delivery Hub based in the heart of Lisbon encompasses a 175 strong global team who deliver operational excellence through innovation and streamlined solutions every single day. The IT Support L1 Analyst role serves as the first line of support, providing a single point of contact for end-users. This position is responsible for managing customer queries and performing simple troubleshooting. IT Support L1 Analysts are the interface between the customer and other tiers of IT support, fixing what they can through simple troubleshooting at the first point of contact and escalating everything else to the remaining tiers in the operating model. Daily Activities: Accept inbound calls, chat, and self-service tickets according to agreed Service Level Targets (SLT). Record and process tickets following agreed processes and procedures. Utilize problem-solving and people skills to ensure swift resolutions to technical issues. Triage, diagnose, and perform basic troubleshooting on computer error messages and failures, resolving or making recommendations for the resolution of incidents and requests. Utilize technical tools and resources, such as remote management software, to provide resolution in one call whenever possible. Address user concerns regarding hardware, software, and networking. Account administration: manage new user requests, leaver requests, password requests, etc. Timely ticket routing to the next team when the first attempt at resolution fails, following defined exceptions. Coordinate with L2/other support teams when applicable. Handle special projects as applicable and process software installation requests. Escalate issues to the next level of support if needed. The Requirements:Proficient in oral and written Italian and English.At least two (2) years of experience in IT performance analysis and end-user support roles.Associate's or bachelor's degree in computer science, information systems, or a similar field is a plus.ITIL Foundation, IELTS, or TOEFL certification is an advantage.In-depth and current knowledge of computer programs, hardware, and business applications.Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory, and Exchange Server related tools is a must.Proficiency in the Service Now ticketing tool or other task management software.
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