Application Support Analyst

Recruiter
Willis Towers Watson
Location
Redhill, UK
Salary
Competitive
Posted
16 Aug 2019
Closes
09 Sep 2019
Ref
1230176457
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
The Business

Willis Towers Watson's Technology and Administration Solutions (TAS) is a global line of business whose revenue is primarily driven from providing outsourced pension administration services to occupational pension funds. Our three largest markets are Germany, UK and US.

We have worked with some of the world's leading organizations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe.

Summary of Role

The TAS Support Team provides a predominantly email based support function to analyse a variety of issues for various applications specific to our business. We need to provide a timely resolution to queries or escalate to relevant teams.

The Role

We provide support during the implementation of new clients to our systems and monitoring of procedures post implementation. Our support is across the entire client portfolio of the WTW TAS Pension Administration department.

Duties

  • Participation in day to day support call logging and allocation.
  • Classify support issues and accurately assign to the relevant teams.
  • Monitor and report on volume of support issues received and outstanding.
  • Process fixes for standard support issues and report back to users.
  • Provide ad-hoc analytical reports based on a variety of requirements.
  • Maintain system documentation and procedures to ensure completeness and utility.
  • Ad hoc tasks to support the team and the demands of the business.
  • Maintenance of the team's ticket logging system.
  • Analyse and document support issues providing potential solutions or options.

Performance Objectives:

Excellence

  • To think creatively about solutions to problems
  • Able to identify significant/high impact support issues
  • Able to monitor and classify support calls efficiently and allocate them appropriately
  • Confidently manage and carry out a varied workload of personal and team priorities.
  • Ensure technical and analytical documents are maintained accurately.
  • Adhere to quality standards and work procedures to maintain the integrity of the system.

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