About WTW
As an award-winning advisory, broking and solutions company, we help clients worldwide turn risk into a path for growth. Our rich history in insurance dates back to 1828, with milestones such as the Titanic ship in 1912 and the Moon Buggy in 1971.
Our Regional Delivery Hub in Lisbon is home to a 175-strong global team of experts who deliver operational excellence through innovation and streamlined solutions every day.
The Role: IT Support L1 Analyst
This role is the first line of support, providing a single point of contact for end-users and managing customer queries. The IT Support L1 Analyst is responsible for fixing simple issues at the first point of contact and escalating more complex problems to higher tiers of support.
Daily Activities:
* Respond to inbound calls, chats, and self-service tickets within agreed Service Level Targets (SLTs).
* Record and process tickets according to established procedures.
* Use problem-solving and interpersonal skills to resolve technical issues efficiently.
* Triage, diagnose, and perform basic troubleshooting on computer error messages and failures, and resolve or recommend resolutions for 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.
* Manage account administration tasks, including new user requests, leaver requests, and password requests.
* Routetickets to the next team when initial attempts fail, following defined exceptions.
* Coordinate with L2/support teams when necessary.
* Handle special projects and process software installation requests.
* Elevate issues to higher-level support if required.