IT Service Management - Tier 1 Service Specialist in Ipswich at Willis Towers Watson

Date Posted: 11/13/2017

Job Snapshot

  • Employee Type:
  • Location:
  • Experience:
    At least 3 year(s)
  • Date Posted:

Job Description

Job Title: IT Service Management - Tier 1 Service Specialist
Location: Ipswich
The Company
Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. 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. Learn more at
The Business
Corporate IT

Vision: Global IT Infrastructure services, simple and sufficient, delivered consistently, efficiently and cost effectively in support of the Willis Towers Watson global business objectives.
As part of the IT function, IT Infrastructure and Operations is transforming. We are a global corporate function which supports the WTW global business objectives. Our aim is to combine, develop and strengthen IT Infrastructure and operations to deliver efficient IT services, operating efficiently and continually improving; we ensure that all our assets are secure and meet regulatory requirements.  IT Infrastructure and Operations support the portfolio of strategic programmes including the IT integration and OIP synergy programmes.  Our success lies in the quality of our Colleagues to deliver on our customers ever increasing demands
The Role
The Tier 1 Service Specialist provides specialized technical assistance to specific strategic applications and IT services across WTW with a focus on high-value services and complex escalations. The team of specialists will provide technical service during agreed UK business hours.  The team will also provide an agile, flexible support service to other areas of the business as required e.g. specialized support to large project deliverables, VIP support where appropriate plus overflow / escalation from the core Service Desk Team.
Principal Accountabilities
  • Conduct Risk: To put the interests of clients and the integrity of the market at the heart of the way you do business
Major Accountabilities
  • Utilizes technical skills to resolve end user incident and request tickets for strategically important services
  • Support for Tier I WTW applications and IT services
  • Provides account administration where appropriate
  • Provides support for remote access to Tier I WTW environment
  • Support for account creations and terminations
  • Support for Application “help” and “How do I”
  • Provides input for continuous service improvements.  How to improve service and reduce call volumes
  • Creates Knowledge articles to provide valuable self-service capabilities
  • Supports key project deliverables
  • Provides agile support as key business demand requires it
  • Provides escalation path and complex issue support to the core Service Desk Team.
Minimum Criteria & Skills:
  • Customer service experience essential
  • Detail oriented with ability to manage multiple tasks
  • Analytical problem solving skills
  • Proven technical trouble shooting and diagnostic skills
  • Ability to influence, network and collaborate with IT teams
  • Ability to effectively communicate
  • Ability to successfully identify critical service impacts
  • Ability to adhere group policies and procedures related to Service Desk
  • Ability to successfully work with offshore teams and external partners. Beneficial to understand cultural differences and how to be successful.
  • Ability to deliver against Service Desk KPI’s
  • Benefit to have experience working with ServiceNow.
  • Benefit to have ITIL experience and a minimum of ITIL foundation certification.
Key Technical Requirements
  • 3+ years commercial experience working in a technical support role.
  • Experience in troubleshooting relevant, common technologies such as:
  • Mobile Device Management\Support  – Management of supported Mobility Platforms including Support and administration of mobile phones:- BlackBerrys, iPhones, Androids and air cards
  • Remote Access, Identity & Access Management
  • Active Directory (Administration of AD & Email Accounts),
  • Understanding of Data/Disk encryption & decryption
  • Citrix & Remote Desktop Services.
  • Microsoft Windows 7, Windows 10
  • Microsoft Office 2010 and Office 365
  • Microsoft Exchange Server 2007/2010/2013
  • Other relevant experience such as TCP/IP, DNS, DHCP
  • Experience of ITIL v3 best practice process is desirable
  • Experience of ServiceNow is desirable
What can we offer you?

In return you will be rewarded with a competitive salary and a comprehensive benefits package including; a fantastic pension scheme, life insurance, medical insurance, eye care vouchers and flexible benefits including critical illness cover, dental cover, additional life assurance, childcare vouchers, retail vouchers and many other options and Corporate deals.
Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, colour, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
We are committed to equal employment opportunities at Willis Towers Watson.