CASY-MSCCN Jobs

Summary:

The IT Coordinator for Onsite Support Services (OSS) collaborates within the Global Service Management team and WeDo organisation to guarantee the successful provision of in-office technology support.

This role involves the coordination of 3 rd party vendors, facility services, and our on-site technical support team who will give assistance to colleagues, resolving hardware and software issues that cannot be addressed remotely.

This position is specifically aligned with a set of Technology Services within the Service Management & Governance group. The primary responsibility is to achieve the successful delivery of services in compliance with WTW standards and contractual agreements with partners. This ensures the fulfillment of business requirements and alignment with company and business segment strategies.

Role:

• Receive, prioritise, and assign incoming IT support tickets.

• Ensure all tickets are properly documented with relevant information such as issue description, user details, and resolution steps.

• Monitor ticket queues to ensure timely response and resolution of issues.

• Escalate tickets to appropriate teams or personnel if needed.

• Serve as a primary point of contact for users submitting IT support requests.

• Provide timely updates to users on the status of their tickets.

• Coordinate communication between users and IT support teams to ensure clear understanding of issues and resolution steps.

• Assign tickets to IT support staff based on skillset, workload, and priority.

• Monitor team workload and redistribute tickets as needed to ensure equitable distribution and timely resolution.

• Review completed tickets to ensure that issues are resolved satisfactorily and within defined service level agreements (SLAs).

• Identify recurring issues and work with relevant teams to implement permanent solutions or process improvements.

• Maintain accurate records of all IT support tickets, including details of issues, resolutions, and any follow-up actions taken.

• Document common troubleshooting steps and solutions for reference by IT support staff and end-users.

• Create knowledge base article defining process if a gap is highlighted

• Monitor and track ticket resolution times to ensure compliance with SLAs.

• Escalate any potential SLA breaches to management and work proactively to resolve them.

• Provide guidance to users on how to submit effective support tickets, including detailed descriptions of issues and relevant information.

• Offer basic troubleshooting assistance to users when appropriate, empowering them to resolve simple issues independently.

• Participate in regular meetings with IT support teams to discuss ticket trends, identify areas for improvement, and implement process enhancements.

• Stay updated on new technologies and best practices in IT support to improve service delivery.

Requirements:

• Minimum of 4 years’ experience as an onsite support technician for Local Services (On-site Support Services) Technology Services.

• Desired Qualifications, Microsoft Intune fundamentals and Microsoft Azure fundamentals

• Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.

• Strong customer service and communication skills.

• Ability to adapt to changing technologies and user needs.

• Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment.

• Previous experience dealing with change delivery of local technical service teams.

• Previous experience of working with large service provider for delivery of effective solutions and services.

• Propagate a culture of excellence, openness, communication, and support.

• Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.

• Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential.