It Support L1 Analyst Lisboa

It Support L1 Analyst
Lisboa
Lisboa, Lisboa, Portugal

This job is with WTW, an inclusive employer and a member of my
Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

About Us

WTW is an
- 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 of who deliver operational excellence through innovation and streamlined solutions every single day.

The Opportunity

IT Support L1 analyst role, being the first line of support is to provide 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 will you do?

• Accept Inbound Calls/Chat/Self Service tickets according to agreed Service Level Target (SLT).
• Record and process tickets following agreed process and procedures
• Using
  - 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 Request.
• 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