Service Desk Analyst (ICT)

Service Desk Analyst (ICT)

Taguig, Metro Manila, Philippines

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 escalate 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