• Participation in day to day support call logging and allocation.

• 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.

• Analyse 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