IT Service Desk Specialist — End-to-End Support (SLA)

Willis Towers Watson; Ciudad de México; Presencial; MXN 300.000 - 480.000; Jornada completa

Descripción de la vacante

Willis Towers Watson is seeking a technically proficient IT support professional in Mexico City to manage client inquiries, incidents, and service requests. You will troubleshoot issues, escalate when needed, and document solutions to improve the knowledge base and customer experience.

The role emphasizes strong communication, a customer-focused mindset, and the ability to work rotating shifts including weekends and holidays. English and Spanish fluency are required, with Japanese as a plus.

Formación

• 2+ years in IT support or IT performance analysis role.
• Experience in an SLA-driven service desk or support environment.
• Proficiency with ITSM / ticket management tools (e.g., BMC Helix, ServiceNow).
• Strong written and verbal communication; ability to diagnose and ask questions when needed.
• Strong client service orientation with ability to balance technical knowledge and customer experience.
• Excellent organizational, time management, and workload prioritization skills.
• Fluent in English and Spanish; Japanese language is an advantage.
• Willingness to work rotating shifts, including weekends and holidays.

Responsabilidades

• Provide technical and general application support to internal and external clients via phone, email, and portals.
• Manage and triage incidents and service requests, meeting defined SLAs.
• Understand configuration and use of various Willis Towers Watson technologies to support clients.
• Contribute to standardized work processes and knowledge base improvements for quality and customer experience.
• Record, process and manage incidents through to resolution, escalating when needed.
• Own client technical issues end-to-end from report to resolution or escalation.
• Address concerns related to ICT software products, SaaS platforms, and managed hosting services.

Conocimientos

English

Spanish

Japanese language

Herramientas

BMC Helix

ServiceNow

Descripción del empleo

Willis Towers Watson is seeking a technically proficient IT support professional in Mexico City to manage client inquiries, incidents, and service requests. You will troubleshoot issues, escalate when needed, and document solutions to improve the knowledge base and customer experience.

The role emphasizes strong communication, a customer-focused mindset, and the ability to work rotating shifts including weekends and holidays. English and Spanish fluency are required, with Japanese as a plus.