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The Onsite Technical Support Specialist at WTW plays a crucial role within the Global Service Management team, ensuring the effective delivery of in-office technology assistance. This position focuses on providing direct technical support to team members, addressing hardware and software challenges that cannot be resolved through remote means. Additionally, the specialist is responsible for the optimal setup of technical workspaces and the distribution of IT equipment.
This role is specifically tailored to align with a range of Technology Services within the Service Management & Governance division. The primary objective is to facilitate the successful execution of services in accordance with WTW standards and contractual obligations with partners, thereby meeting business needs and aligning with corporate and segment strategies.
Key Responsibilities
Onsite Support Duties include:
Delivering on-site technical assistance to colleagues, which encompasses troubleshooting hardware and software issues, as well as configuring laptops as necessary. Setting up, configuring, and maintaining in-office workstations, printers, and other IT devices as required. Collaborating with various IT teams to ensure seamless system integration and to resolve complex technical challenges that cannot be addressed remotely. Supporting the organization in aligning existing or new service delivery and support solutions to meet requirements and expectations while adhering to company strategies. Effectively managing the procurement, distribution, and inventory levels of IT equipment within designated areas. Promptly diagnosing and resolving technical issues efficiently. Escalating unresolved or systemic problems to the appropriate IT support teams and ensuring timely follow-up for resolution. Following a 'Hub and Spoke' model, this role will closely collaborate with the broader Service Management team. The technician will have a primary hub location but may be required to travel to other WTW sites as necessary to provide in-office support. Engaging with third-party vendors and participating in the management and operation of those services and resources to maintain high-quality outcomes.