Senior Analyst - Service Desk Digital Enablement

Willis Towers Watson; Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Willis Towers Watson is seeking a Service Desk Digital Enablement Lead to drive daily operations, coach analysts, and accelerate AI-driven support initiatives. The role emphasizes improving service quality, adoption of automation, and data-driven improvement within Enterprise Technology.

The candidate will monitor KPIs, support rollout of new digital capabilities, and collaborate across technology teams to reduce workload through knowledge and automation.

Qualifications

• Proven experience leading or coordinating Service Desk, IT Support, Customer Support, or IT Operations teams.
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Experience supporting service or process improvement initiatives.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong interest in emerging technologies and their practical application to Service Desk operations.
• Strong communication, coaching, collaboration, and stakeholder management skills.
• Ability to lead teams through process, technology, and operational change.
• Strong analytical and problem-solving skills.
• Ability to translate operational data and trends into practical improvement actions.

Responsibilities

• Lead and coordinate daily Service Desk operations, workload distribution, and resource coverage.
• Monitor service levels, KPIs, quality, and customer satisfaction.
• Provide coaching, guidance, and knowledge sharing to Service Desk analysts.
• Support adoption and effective use of AI-enabled tools such as Moveworks Flash AI.
• Monitor AI, self-service, knowledge, automation, and ticket deflection trends.
• Identify operational and digital support improvement opportunities.
• Promote knowledge-sharing and consistent use of Service Desk processes.
• Support rollout, training, and adoption of new digital support capabilities.
• Collaborate with Service Desk leadership and technology teams on improvement initiatives.
• Escalate operational issues and risks as appropriate.

Skills

Leadership

ITIL

KPI Management

Service Improvement

AI-enabled Support

Technology Trends

Communication

Coaching

Stakeholder Management

Data Analysis

Education

Graduation in any stream

Tools

Moveworks Flash AI

Job description

Description

About WTW

WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 49,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at https://www.wtwco.com/en-us.

About the Team

The Enterprise Technology team provides core IT operations and end‑user technology services that support colleagues across the organization. The team focuses on keeping enterprise technology services available, secure, and well‑governed, ensuring smooth day‑to‑day IT operations.

Summary

The Service Desk Digital Enablement Lead provides day-to-day team leadership while driving adoption of AI, knowledge management, automation, and digital support capabilities. The role ensures effective Service Desk operations while improving service quality, employee experience, and operational efficiency.

Role

Daily Activities:

• Lead and coordinate daily Service Desk operations, workload distribution, and resource coverage.
• Monitor service levels, KPIs, quality, and customer satisfaction.
• Provide coaching, guidance, and knowledge sharing to Service Desk analysts.
• Support adoption and effective use of AI-enabled tools such as Moveworks Flash AI.
• Monitor AI, self-service, knowledge, automation, and ticket deflection trends.
• Identify operational and digital support improvement opportunities.
• Promote knowledge-sharing and consistent use of Service Desk processes.
• Support rollout, training, and adoption of new digital support capabilities.
• Collaborate with Service Desk leadership and technology teams on improvement initiatives.
• Escalate operational issues and risks as appropriate.

Business Value

• Improves Service Desk operational performance and service quality.
• Increases adoption and value of AI, automation, and self-service capabilities.
• Improves employee experience through more efficient and consistent support.
• Reduces avoidable Service Desk workload through knowledge and automation.
• Enables data-driven continuous improvement.
• Strengthens team capability and readiness for digital transformations

Requirements

• Proven experience leading or coordinating Service Desk, IT Support, Customer Support, or IT Operations teams
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Experience supporting service or process improvement initiatives.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong interest in emerging technologies and their practical application to Service Desk operations.
• Strong communication, coaching, collaboration, and stakeholder management skills.
• Ability to lead teams through process, technology, and operational change.
• Strong analytical and problem-solving skills.
• Ability to translate operational data and trends into practical improvement actions.

Qualifications

Graduation in any stream.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [e-mail].