job
Philippines, Taguig CityPhilippines, Taguig City

Willis Towers Watson

Date de publication 22.02.2024

L1 IT Support Analyst - French *

Job Description

The Role
  • Perform customer support to client via telephone, chat, self-service tickets etc...
  • Resolving the issues through phone, chat and self-service communication channels
  • User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests.
  • Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN
  • Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc.,
  • Help resolve software and technical questions for the customer efficiently and effectively
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Effectively manage length of calls, handle time, and after call work.
  • Manage customer expectations regarding estimated response times for issue resolution.
  • Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
  • Identifying potential major incidents and problems and highlighting them to management.
  • Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs).
  • Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
  • Promote teamwork and Service Desk success.


Qualifications

The Requirements
  • Proficiency in French (native or near-native proficiency) and English, with excellent verbal and written communication skills in both languages.
  • At least one (1) year experience in an IT performance analysis and end-user support role.
  • Associate's or bachelor's degree in computer science, information systems, or similar is a plus.
  • ITIL Foundation, IELTS, TOEFL Certification is an advantage.
  • In-depth and current knowledge of computer programs, hardware, and business applications.
  • Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory and Exchange Server related tools is a must/
  • Proficiency in Service Now ticketing tool or other task management software.
  • Skilled in balancing technical knowledge with customer service skills.
  • Analytical and problem-solving skills.
  • Collaboration, communication, and interpersonal skills.
  • Excellent organizational and time management skills.

WTW is an Equal Opportunity Employer

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