Service Desk Analyst (ICT)

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

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 escalation 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
• Effectively manage call handling time, after-call work, and workload prioritization
• 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

Qualifications

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 thinkingWillingness 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