- Accept Inbound Calls/Chat/Self Service tickets within agreed Service Level Target (SLT).
- Record and process tickets following established protocols.
- Utilize problem-solving skills to provide swift resolutions to technical issues.
- Triage, diagnose, and troubleshoot common computer errors and failures, recommending solutions for Incidents and Requests.
- Utilize technical tools/resources for efficient issue resolution.
- Address user concerns related to hardware, software, and networking.
- Handle account administration tasks such as new user requests, password changes, etc.
- Route tickets promptly to the next level team when initial resolution attempts fail.
- Collaborate with L2/other support teams when necessary.
- Manage Special Projects and process Software Installation Requests.
- Escalate issues to higher support levels when required.
- Proficient in both written and spoken German and English.
- Minimum of two (2) years' experience in IT performance analysis and end-user support.
- An Associate's or Bachelor's degree in computer science, information systems, or related field is a plus.
- Advantageous to have ITIL Foundation, IELTS, TOEFL Certification.
- Detailed knowledge of computer programs, hardware, and business applications.
- Basic understanding of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory, and Exchange Server tools.
- Proficiency in Service Now ticketing tool or similar task management software.
- Ability to balance technical expertise with top-notch customer service skills.
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IT Support L1 - Santa Cruz de Tenerife, España - Willis Towers Watson
Descripción
WTW is a renowned advisory, broking, and solutions company that assists clients worldwide in transforming risk into opportunities for growth. From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW boasts a rich insurance heritage dating back to 1828.
Operating from the vibrant heart of Lisbon, our WTW Regional Delivery Hub houses a team of 175 global professionals dedicated to delivering operational excellence through innovation and streamlined solutions daily.
The IT Support L1 analyst position involves being the initial point of contact for end-users, handling customer queries, and performing basic troubleshooting tasks. IT Support L1 professionals act as a bridge between customers and higher tiers of IT support, resolving issues whenever possible and escalating complex matters accordingly.
Daily Activities:
The Requirements:
Profesionales que compiten contigo
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Sonia Hernández González
Ciclo superior de administración y finanzas
Usuarios de profesión IT Support L1 en Santa Cruz de Tenerife
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Mercedes Ojeda Baquero
Customer service through detail and excellence