The primary role of the Workplace Technology Support Technician is to provide End User Computing support and delivery of agreed services to the WTW colleague base through the support approaches of Desk Side support, either in a fixed location or dispatched to regional locations, Tech Bar support, or Regional Depot delivery centers.
The position may require up to 30% travel, occasional night and / or weekend work and manual handling of office equipment.
Maintaining and supporting the Workplace Technology estate to the approved global hardware standards utilizing agreed Global Images, processes, procedures and workflows including security controls
Providing support and delivery of Corporate Approved applications and services, including Windows 7, Windows 10, Office including Exchange and Skype, SCCM, Endpoint Encryption and Antivirus services
Providing user support for corporate provided mobile device hardware and MobileIron enterprise services
Adhering to agreed SLAs and metrics utilizing the ITSM platform (ServiceNow) for call management and escalation as appropriate
Assist in the identification, implementation and, where needed, documentation of remediation activities
Input into Continuous Service Improvement for delivery of services, including process enhancements, Knowledge Base articles, and user training material
Build and maintain strong relationships and awareness with team and cross functional IT colleagues, business colleagues and key stakeholders
Support of Real Estate activities, including colleague moves, office relocations, integrations and closures
Providing value-added service through Senior Executive Support, when required
Provide user training and guidance through various methods, including face to face and group sessions
To meet service demands, and from time to time, the role may also include the requirement to work from office locations other than the base locations
5+ years of progressive IT work experience including 3+ years in a technical desktop support capacity.
College Degree in the field of computer science, information sciences, or related field preferred.
Experience working in a directly with user / customer base, with ability to have a positive impact on activities from a distance.
Technical operational knowledge of common WTW End User Computing standards and delivery methods, including Windows 7 / 10, Office products including Outlook and Skype, Endpoint Encryption and SCCM on both legacy Willis and legacy Tower Watson platforms
Contribute to a Global, team-oriented, collaborative workplace
Strong verbal and written communication skills in French, Dutch & English, with an ability to present ideas in non-technical language
Strong personal skills, with a focus on listening and questioning skills
Proven analytical and problem-solving abilities
Self-Motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to work in an agile and dynamic manner
Working knowledge of ITIL practices