SLA-Driven IT Support Desk Analyst

WTW; Ciudad de México; Presencial; MXN 180.000 - 280.000; Jornada completa

Descripción de la vacante

WTW in Mexico City is seeking an experienced IT Support professional to provide technical and general application support to internal and external clients via phone, email, and portals. You will manage incidents, meet SLAs, and document solutions to improve the knowledge base.

The role requires 2+ years in IT support, proficiency with ITSM tools, and strong English and Spanish communication, with Japanese as a bonus. Rotating shifts, weekends, and holidays apply.

Formación

• At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role.
• Experience in an SLA-driven Service Desk or support environment.
• Proficiency with ITSM / ticket management tools (BMC Helix, ServiceNow).
• Strong written and verbal communication skills; ability to ask effective diagnostic questions.

Responsabilidades

• 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 incidents and service requests within SLAs.
• Understand configuration and use of WTW technologies to support clients.
• Document solutions and known issues in the knowledge base and contribute ideas for automation.
• Record, process, and manage incidents through to resolution, following procedures.
• Own client technical issues end-to-end from report to resolution or escalation.

Conocimientos

Communication

Analytical thinking

Problem solving

Time management

Client service

Herramientas

BMC Helix

ServiceNow

Descripción del empleo

WTW in Mexico City is seeking an experienced IT Support professional to provide technical and general application support to internal and external clients via phone, email, and portals. You will manage incidents, meet SLAs, and document solutions to improve the knowledge base.

The role requires 2+ years in IT support, proficiency with ITSM tools, and strong English and Spanish communication, with Japanese as a bonus. Rotating shifts, weekends, and holidays apply.