IT Support L1 Analyst - French Speaker Lisboa

Overview

IT Support L1 Analyst - French Speaker at WTW

Apply now to join our IT support team.

About Us

WTW is an
- winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.

Our WTW Regional Delivery Hub based in the heart of Lisbon encompasses a 175-strong global team that delivers operational excellence through innovation and streamlined solutions every day.

The Opportunity

IT Support L1 analyst role, being the first line of support, provides a single point of contact for
- users and is responsible for managing customer queries and performing simple troubleshooting. IT Support L1 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.

What You’ll Do

• Accept Inbound Calls/Chat/Self Service tickets according to agreed Service Level Target (SLT).
• Record and process tickets following agreed process and procedures.
• Use
  - solving and people skills to ensure swift resolutions to technical issues.
• Triage, diagnose and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of Incidents and Requests.
• Utilize all technical tools/resources like remote management software to provide resolution in one call whenever possible.
• Address user concerns regarding hardware, software, and networking.
• Account administration: new user requests, leaver requests, password requests, etc.
• Timely ticket routing to next team when first attempt to resolution failed and follow defined exceptions.
• Coordinate with L2/other support teams when applicable.
• Handle Special Projects as applicable and process Software Installation Requests.
• Escalate issues to next level support if needed.

Qualifications

What You’ll Bring

• Proficient in oral and written French and English.
• At least two (2) years' experience in an IT performance analysis and
  - user support role.
• Associate's or bachelor's degree in computer science, information systems, or similar is a plus.
• ITIL Foundation, IELTS, 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 Service Now ticketing tool or other task management software.

Why WTW?

• Work-Life Balance: Flexible working hours and hybrid options.
• Competitive Compensation: Attractive,
  - related remuneration.
• Global Exposure: International consultancy with global clients and security of a global corporation.
• Career Development: Opportunities for growth through
  -
  - job learning and specialist training.
• Collaborative Culture: A collegial, appreciative, and dynamic environment.
• Impactful Work: Direct customer contact and responsibility from the start.
• Community and Celebration: Corporate events and recognition of successes.

Willis Towers Watson is an equal opportunity employer.

Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology