IT Support L1 Analyst - French Speaker

Join to apply for the IT Support L1 Analyst - French Speaker role at WTW.

WTW is an award‑winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With a rich history dating back to 1828, our Lisbon Delivery Hub hosts a global team of 175 professionals delivering operational excellence through innovation and streamlined solutions.

Description

The IT Support L1 Analyst is the first line of support, providing a single point of contact for end‑users. Responsibilities include managing customer queries, performing simple troubleshooting, and escalating issues to higher tiers when necessary.

What will you do?

• Accept inbound calls, chat and self‑service tickets according to agreed Service Level Target (SLT).
• Record and process tickets following agreed processes and procedures.
• Use 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 recommending 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.
• Administer user accounts: new user requests, leaver requests, password changes, etc.
• Route tickets to the next team promptly when first‑attempt resolution fails, following defined exceptions.
• Coordinate with L2 and other support teams when applicable.
• Handle special projects and process software installation requests.
• Escalate issues to the next level of support when needed.

What You’ll Bring

• Proficiency in oral and written French and English.
• At least two (2) years’ experience in an IT performance analysis and end‑user support role.
• Associate's or bachelor's degree in computer science, information systems or a related 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 tools.
• Proficiency in Service
  Now ticketing tool or other task‑management software.

Why WTW?

• Work‑life balance: flexible working hours and hybrid options.
• Competitive compensation: attractive, performance‑related remuneration.
• Global exposure: international consultancy with a global corporate structure.
• Career development: steep learning curve and ample growth opportunities.
• Collaborative culture: collegial, appreciative, dynamic environment.
• Impactful work: take on responsibility and make an impact with direct customer contact.
• Community and celebration: participate in corporate events and celebrate projects together.

Join Us!

Be part of a team that values innovation, excellence and collaboration. At WTW, your career is more than a job—it’s a journey. Apply now and turn your potential into success.

Willis Towers Watson is an equal opportunity employer.