Service Desk L1 Analyst - #977845


Date: 3 days ago
City: Thane, Maharashtra
Contract type: Full time
Job Description

Job Role Service Desk Analyst

Role Description Professionals who help users resolve their issues with computer hardware and software

Location/Country Vikhroli / Thane (Work from Office)

Job Type Full time

Workshift 06:30 am - 03:30 pm / 01:30 pm - 10:30 pm / 10:30 pm - 7:30 am (24x7 rotational)

Reporting To Technical Support Team Supervisor

What's In It For Me? When You Join Us, You Make The Decision To Be a Part Of a Leading Global People, Risk And Capital Company. We Offer a Rewarding And Challenging Environment. You Will Work With Interesting People On Exciting Assignments. And There Is Always Something New To Learn. Working At WTW Has Its Rewards. Not Only Do We Get To Collaborate With Talented Colleagues And Work With Great Clients, We Are Offered Competitive Total Rewards Programs That Align With Our Values. Some Of Our Benefits & Perks:

  • Hybrid working
  • Competitive rewards
  • Work life balance
  • Industry leading healthcare
  • Savings and investments
  • Educational resources
  • Maternity and paternity leaves
  • Opportunity to network and connect
  • Corporate discounts on products and services
  • Generous time off

About Company WTW (NASDAQ: WTW) is in the business of people, risk and capital. With roots dating to 1828, our company has over 45,000 colleagues serving more than 140 countries and markets. Our values – client focus, teamwork, integrity, respect and excellence – underlie all that we do, including how we behave and interact with each other. They are part of our WTW DNA. 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. We are located on the internet at

Business Unit

Enterprise TechnologyHosting and End User Services are responsible for three important services: IT Service Management, End User & Collaboration Services and Hosting Services.

Creating exceptional user experience is the core objective of Service Desk.

Job Summary

The Service Desk Analyst play a key role in the delivery of high-quality technical support for the business, whilst delivering exceptional customer satisfaction and personalized service. This position requires a high percentage of incident resolution, problem-solving and technical skills using various diagnostic tools, and is a critical first line of support for our customers. The role requires the ability to provide the highest levels of resolution, support, and customer satisfaction, in line with company policy and procedures.

Responsibilities & Duties

Responsible for answering telephone calls in a polite and timely manner while achieving agreed call wait levels.

Logging all relevant incident/service request details, allocating, categorization and prioritization.

Fulfills requests to IT systems in accordance with the controls and requirements that govern information security access.

To strive to attain the highest possible first-time service resolution rate for customers.

To maintain a comprehensive understanding of the Service Desk knowledge base systems to deliver an unparalleled customer service experience.

Keeping Colleagues informed of incident progress, notifying them of impending changes or agreed outages, etc.

Provide positive feedback and input regarding current processes and provide performance improvement documentation.

Provide the highest levels of customer support and satisfaction in-line with the company’s policy and procedures.

Follow-up & closing all resolved incidents and requests

Own and progress incidents and requests with other Technology teams.

Continuous adherence to SLA as per WTW policy


(if applicable) Direct Span Indirect Span


Education Qualification Any Graduate with IT specialization

Experience Band 2-4 yrs.

Technical Skills:

Need to have Skill Proficiency

Service Now Advance

ITIL Intermediate

Excel (pivot, macros, formula etc.) and PowerPoint Intermediate

Understanding of Active Directory, Privileged Access Management Controls. Intermediate

Basics of IT Auditing and IT Risk concepts Basic

Technical Skills:

Nice to have Active Directory group and Account Administration Basic

Exchange Online Admin Center Basic

Power BI Basic

Behavioral Competencies & Soft Skills

Verbal communication skills


Written communication skills Advance

Evaluating Problems Advance

Investigating Issues Intermediate

Working in teams Advance

Focusing on Clients Advance

WTW is an equal opportunity employer

WTW believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves, and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at WTW.


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