Service Desk Analyst (ICT)
WTW · Taguig
Responsibilities:
Excellence
- Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals
- Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs
- Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively
- Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience
- Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions
- Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience
People
- Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures
- Own client technical issues end-to-end, from initial report through resolution or escalation
- Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)
- Communicate ticket status clearly, track progress, and escalate issues to next-level support when required
- Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support
- Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions
Effectively manage call handling time, after-call work, and workload prioritization
Clients
- Manage client expectations regarding response and resolution times
- Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation
- Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed
Provide timely and accurate updates to clients via phone, email, or other communication channels
Financial
- Resolve software and technical questions efficiently to minimize service disruption and operational impact
- Identify potential major incidents or recurring problems and proactively highlight them to management
- Escalate unresolved incidents in line with defined SLAs and operational thresholds
- Achieve support-related productivity targets while maintaining service quality