Service Desk Analyst (ICT)

Willis Towers Watson plc; Pateros; On-site; PHP 240,000 - 360,000; Full time

Job summary

Willis Towers Watson plc is seeking an IT Support Analyst to provide technical and general application support to internal and external clients via phone, email, and portals. You will triage and resolve incidents and service requests within SLAs, document solutions, and contribute to knowledge base improvements to ensure a 5-star customer experience.

Ideal candidates have at least 2 years in IT support, experience in SLA-driven environments, and proficiency with ServiceNow or BMC Helix.

Qualifications

• At least 2 years’ experience in IT support, end-user support, or IT performance analysis.
• Experience in an SLA-driven Service Desk environment.
• Proficiency with ServiceNow, BMC Helix, or similar ITSM tools.
• Strong written and verbal communication skills; ability to ask diagnostic questions.
• Strong client service orientation with technical knowledge and customer focus.
• Excellent organizational, time management, and workload prioritization.
• Structured problem-solving ability and analytical thinking.
• Willingness to work rotating shifts, including weekends and holidays.

Responsibilities

• Provide technical and general application support to clients via phone, email, and customer portals
• Manage, triage, and resolve multiple incidents and service requests within defined SLAs
• Demonstrate understanding of configuration and use of WTW technologies to support clients
• Assist in developing and improving standardized work processes, tools, and methodologies
• Apply structured problem-solving with strong people skills to drive faster resolutions
• Document solutions and known issues in the knowledge base and contribute ideas for innovation and automation to promote a 5-star customer experience
• Record, process, and manage incidents through resolution following defined processes
• 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
• Communicate ticket status clearly and escalate as needed
• Utilize ITSM tools like ServiceNow and/or BMC Helix to deliver effective support
• Demonstrate strong soft skills and professionalism in client interactions
• Manage client expectations regarding response and resolution times
• Triage, diagnose, and perform basic troubleshooting; resolve incidents or recommend remediation
• Adapt communication style to different audiences
• Provide timely and accurate updates to clients via multiple channels
• Resolve software and technical questions to minimize disruption
• Identify potential major incidents and highlight to management
• Escalate unresolved incidents as per SLAs
• Meet productivity targets while maintaining quality

Skills

IT support experience

SLA-driven service desk

Strong communication

Organizational skills

Analytical thinking

Rotating shifts

Education

Associate’s or Bachelor’s degree in Computer Science or Information Systems

Tools

ServiceNow

BMC Helix

Job description

Responsibilities:

Excellence

• 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 incoming incidents and service requests by understanding client needs and meeting defined SLAs
• Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively
• Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience
• Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions
• Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience

People

• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures
• Own client technical issues end-to-end, from initial report through resolution or escalation
• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)
• Communicate ticket status clearly, track progress, and elevate issues to next-level support when required
• Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support
• Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions

Clients

• Manage client expectations regarding response and resolution times
• Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation
• Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed
• Provide timely and accurate updates to clients via phone, email, or other communication channels

Financial

• Resolve software and technical questions efficiently to minimize service disruption and operational impact
• Identify potential major incidents or recurring problems and proactively highlight them to management
• Escalate unresolved incidents in line with defined SLAs and operational thresholds
• Achieve support-related productivity targets while maintaining service quality

Essential / Must-Have:

• 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 BMC Helix, ServiceNow, or similar ITSM / ticket management tools
• Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed
• Strong client service orientation with the ability to balance technical knowledge and customer experience
• Excellent organizational, time management, and workload prioritization skills
• Structured problem-solving ability and analytical thinking
• Willingness to work rotating shifts, including weekends and holidays

Preferred / Advantageous:

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field
• ITIL Foundation, CompTIA, and/or Microsoft Azure certification
• Basic knowledge and troubleshooting experience with technologies such as:
  • Windows OS
  • MS Office 365
  • MS SQL
  • MFA and VPN
  • Citrix
  • Azure
  • Active Directory and Exchange Server
• Experience supporting enterprise or cloud-based applications

WTW is an Equal Opportunity Employer