Onsite Support Services – TechBar Lead

Job title:

Onsite Support Services – TechBar Lead

Company

Willis Towers Watson

Job description

The TechBar Lead for Onsite Support Services (OSS) collaborates within the Global Service Management team to assist the successful provision of in-office technology support. This role involves providing on-site technical assistance to colleagues, resolving hardware and software issues that cannot be addressed remotely. A successful candidate will lead a team of TechBar Technicians responsible for providing in-office services to colleagues.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 walk-up experience for colleagues.
• Provide on-site technical support to colleagues that includes, troubleshooting hardware and software related issues.
• Demonstrate a high-level 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 follow-up to ensure timely resolution.
• Create or update existing documentation for common technical issues that facilitate colleague self-service. 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 (On-site Support Services) Technology Services with a experience leading a technical team
• Proven ability to effectively lead a team of technicians supporting on-site teams.
• Strong customer service and communication skills.
• Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment.
• Familiarity with a variety of hardware, operating systems, and software applications
• Ability to problem-solve 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.
• Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential.
• Desired Qualifications, Microsoft Intune fundamentals and Microsoft Azure fundamentals
• Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.

Equal Opportunity EmployerAt 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.

Expected salary

Location

London

Job date

Thu, 11 Apr 2024 04:24:55 GMT

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