Service Desk Analyst (ICT)

WTW; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

WTW in the Philippines is seeking a customer-focused IT support specialist to provide technical and general application support to internal and external clients via phone, email, and portals. The role manages incidents, triages requests to meet SLAs, documents solutions, and uses ServiceNow and BMC Helix to deliver efficient, high-quality service.

Rotating shifts, weekends and holidays may be required. You will work with Windows OS, MS Office 365, and cloud-based apps; ITIL knowledge is a plus.

Qualifications

• At least 2 years’ experience in IT support or IT performance analysis.
• Experience in an SLA-driven service desk environment.
• Proficiency with ITSM tools such as BMC Helix or ServiceNow.
• Strong written and verbal communication; ability to diagnose questions.
• Strong client service orientation with customer experience focus.
• Excellent organizational and workload prioritization skills.
• Structured problem-solving and analytical thinking.
• Willingness to work rotating shifts (weekends/holidays).

Responsibilities

• Provide technical and general application support to clients via phone, email, and portals.
• Triage and resolve incidents and service requests to meet SLAs.
• Demonstrate knowledge of WTW technologies to support clients.
• Develop and improve standardized processes and tools.
• Document solutions and contribute ideas for knowledge base and automation.
• Own client issues end-to-end from report to resolution or escalation.
• Communicate ticket status clearly and escalate as needed.
• Manage call handling time and after-call work.
• Triage, diagnose, and perform basic troubleshooting of software issues.

Skills

IT support experience

SLA-driven environment

BMC Helix

ServiceNow

Communication skills

Time management

Problem solving

Rotating shifts

Education

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

Tools

BMC Helix

ServiceNow

ITSM tools

Job description

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 escape 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 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