Onsite Support Services - London, United Kingdom - WTW

WTW

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

The Role:

Onsite Support Key Responsibilities:

Lead and mentor a team of TechBar technicians providing guidance, training, and support to ensure effective and efficient technical walkup experience for colleagues.
Provide onsite technical support to colleagues that includes, troubleshooting hardware and software related issues.
Demonstrate a highlevel of technical proficiency in diagnosing and resolving hardware issues.
Offer an exceptional customer service and support experience to colleagues at the technical bar within designated local offices.
Manage ticket queues and priorities escalations based on established SLA's.
Providing clear direction and guidance to team members.
Demonstrating professionalism, work ethic, and commitment to the team's goals to set a positive example for others.
Promoting a sense of unity and collaboration among team members, encouraging teamwork, and fostering a positive team culture.
Responsible for the achievement of Key Performance Indicators (KPI) and implementing improvement measures for any metric failures.
Collaboration with other IT teams to ensure the seamless integration of systems and resolve various complex technical issues that cannot be resolved remotely.
Support the business in aligning existing or new service delivery, support solutions to meet requirements and expectations whilst aligning to company strategies.
Escalate unresolved or systemic issues to the appropriate IT support teams and followup to ensure timely resolution.
Create or update existing documentation for common technical issues that facilitate colleague selfservice. Effectively allocating resources, including personnel, to ensure tasks are completed efficiently and within deadlines.
Inspiring and motivating team members to perform at their best, recognizing and rewarding achievements, and addressing any issues affecting morale.

The Requirements:

Experience as an onsite support technician for Local Services (Onsite Support Services) Technology Services with a experience leading a technical team
Proven ability to effectively lead a team of technicians supporting onsite teams.
Strong customer service and communication skills.
Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment.
Ability to problemsolve and work under pressure effectively and efficiently.
Ability to adapt to changing technologies and user needs.
Previous experience dealing with change delivery of local technical service teams.
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.
Desired Qualifications, Microsoft Intune fundamentals and Microsoft Azure fundamentals
Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.

Equal Opportunity Employer
At WTW, we believe difference makes us stronger.

We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day.

We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful.

The majority of our colleagues work in a "hybrid" style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients.

Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution.