• Classify support issues received from users and allocate them with the support teams for resolution.
• Monitor and report on volume of support issues received and outstanding.
• Process fixes for standard support issues and report back to users.
• Provide an excellent customer service experience for all that contact the Support desk.
• Maintain system documentation and procedures to ensure completeness and utility.
• Ad hoc tasks to support the team and the demands of the business.
• Formulation, maintenance and execution of test plans for solutions to support issues.
• Recording of management information in respect of the issues raised by users.
• Maintenance of the team’s ticket logging system.
• Analyze and document support issues providing potential solutions or options.
• Provides mentoring and training to junior members of the team.
• Able to stand in as an escalation point in times of management absence.
• Builds collaboration and influence across WTW.
• Out of hours support may be required from time to time and colleagues will be consulted where required

• Confidently analyze information and situations appreciating the wider impact. Anticipating problems/obstacles before they occur.
• To think creatively about solutions to problems
• Able to identify significant/high impact support issues and key details reported by users
• Able to monitor and classify support calls efficiently and allocate them appropriately
• Comfortably manage and carry out a varied workload of personal and team priorities.
• Identifies improvements in the effectiveness of the team and offers procedures to implement.
• Ensure technical
• Recognize the importance of adhering to quality standards and work procedures to maintain the integrity of the system.

• Comfortably works co-operatively with others, predominately offering support where needed.
• Builds collaboration and influence across WTW.
• Provides main support and coaching to continue in the sharing of team knowledge.
• Take responsibility for own career development by seeking new challenges and accepting opportunities.

• Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.
• Contributes to varying projects across the whole department when opportunities arise.
• Works collaboratively with other teams to offer/identify areas of improvements in procedures.

Please refer to job description.