IT Service Desk Analyst – SLA-Driven Support & Troubleshooting

WTW; Taguig; Sur place; PHP 360 000 - 600 000; Plein temps

Résumé du poste

WTW in Taguig, Philippines, is seeking an IT Support professional with at least 2 years of experience in SLA-driven service desks. You will provide both technical and general application support to clients via phone, email, and portals, triaging incidents and ensuring timely resolutions.

You will work with ITSM tools such as ServiceNow and BMC Helix, document solutions, and contribute to knowledge base improvements while maintaining excellent client service and organizational skills.

Qualifications

• At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role.
• Experience working in an SLA-driven Service Desk or support environment.
• Proficiency with ServiceNow, BMC Helix, or similar ITSM tools.
• Strong written and verbal communication skills and diagnostic questioning ability.
• Strong client service orientation with balance of technical knowledge and customer experience.
• Excellent organizational and workload prioritization skills.
• Willingness to work rotating shifts, including weekends and holidays.

Responsabilités

• Provide technical and general application support to internal and external clients via phone, email, and portals.
• Manage, triage, and resolve incidents and service requests while meeting SLAs.
• Demonstrate configuration knowledge of WTW technologies to support clients.
• Document solutions in the knowledge base and suggest process improvements.
• Escalate issues as needed and maintain clear client communication.
• Utilize ServiceNow and/or BMC Helix to deliver effective support.

Connaissances

IT support

SLA-driven

BMC Helix

ServiceNow

Communication

Time management

Rotating shifts

Formation

Associate’s or Bachelor’s degree

Outils

ServiceNow

BMC Helix

ITSM tools

Description du poste

WTW in Taguig, Philippines, is seeking an IT Support professional with at least 2 years of experience in SLA-driven service desks. You will provide both technical and general application support to clients via phone, email, and portals, triaging incidents and ensuring timely resolutions.

You will work with ITSM tools such as ServiceNow and BMC Helix, document solutions, and contribute to knowledge base improvements while maintaining excellent client service and organizational skills.