Willis Towers Watson Support Desk Analyst in Taguig, Philippines

Support Desk Analyst

Date Posted: May 2, 2018

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JOB DESCRIPTION

The TAS Support Team exists to

provide support analysis on a day to day basis on a variety of issues for

various internal clients in respect of the pension’s administration and

pension’s payroll systems. We are required to provide timely resolution

to queries or escalate to the relevant teams within the department. We

also provide support for the implementation of our systems for new, external

clients including provision and monitoring of procedures post implementation.

The Role

Duties

  • Participation in day to day support call logging andallocation.

  • Classify support issues received from users and allocate themwith the support teams for resolution.

  • Monitor and report on volume of support issues received andoutstanding.

  • Process fixes for standard support issues and report back tousers.

  • Provide an excellent customer service experience for all thatcontact TAS Support.

  • Maintain system documentation and procedures to ensurecompleteness and utility.

  • Ad hoc tasks to support the team and the demands of thebusiness.

  • Formulation, maintenance and execution of test plans for newsystem enhancements and solutions for support issues.

  • Recording of management information in respect of the issuesraised by users.

  • Maintenance of the team’s ticket logging system.

  • Analyse and document support issues providing potentialsolutions or options.

  • Provides mentoring and training to junior members of theteam.

  • Able to stand in as an escalation point in times ofmanagement absence.

  • Builds collaboration and influence across WTW.

Performance

Objectives:

Excellence

  • Confidently analyse information and situations appreciatingthe wider impact. Anticipating problems/obstacles before they occur.

  • To think creatively about solutions to problems

  • Able to identify significant/high impact support issues andkey details reported by users

  • Able to monitor and classify support calls efficiently andallocate them appropriately

  • Comfortably manage and carry out a varied workload ofpersonal and team priorities.

  • Identifies improvements in the effectiveness of the team andoffers procedures to implement.

  • Ensure technical and analytical documents are peer reviewedand peer review colleagues documents for central storage.

  • Recognise the importance of adhering to quality standards andwork procedures to maintain the integrity of the system.

People

  • Comfortably works co-operatively with others, predominatelyoffering support where needed.

  • Builds collaboration and influence across WTW.

  • Demonstrates ability to deputise in managerial role.

  • Provides main support and coaching to continue in the sharingof team knowledge.

  • Take responsibility for own career development by seeking newchallenges and accepting opportunities.

Clients

  • Regularly takes the lead and shows initiative whereappropriate but equally prepared to take instructions and show respect forothers.

  • Contributes to varying projects across the whole departmentwhen opportunities arise.

  • Works collaboratively with other teams to offer/identifyareas of improvements in procedures.

  • Regularly demonstrates a high standard of Customer Service toall levels of contact.

The Requirement:

  • Highly motivated with a can do attitude.

  • Excellent Customer Service.

  • Ability to work quickly and efficiently.

  • Confident user of Microsoft Windows and Microsoft Office (especially Excel)

  • Interested in learning UNIX based applications and SQL scripting.

  • Excellent attention to details.

  • Strong problem solving skills.

  • Able to work well under pressure and meet targets.

  • Able to interpret figures and be able to conduct basic arithmetic calculations accurately.

  • Able to write clearly and concisely and adapt styles for various purposes and audiences.

  • Articulate effectively and appropriately in various situations.

  • Experience of telephony administration tools (namely Mitel Commander and Redbox communications) advantageous.

  • Experience of Payroll procedures and Payroll systems advantageous.

  • Pass at C or above for Maths and English at GCSE or equivalent.

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

Unsolicited Contact:

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.

Apply

Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork

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JOB SNAPSHOT

  • Location:Taguig, Manila, PH

  • Date Posted:May 2, 2018