WHY WWT?

Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation.  From our world-class culture to our generous benefits, to developing cutting-edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative, and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers. 

WWT was founded in 1990 in St. Louis, Missouri. We employ approximately 9,000 individuals and closed nearly $17 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the twelfth consecutive year!

Want to work with highly motivated individuals that come together to form high-performance teams? Come join WWT today!

World Wide Technology, Inc. has an opportunity available for a Service Desk Lead Analyst in Maryland Heights, MO.  The Service Desk Lead Analyst will assist the Service Desk, and other teams in IT with improving workflows through chatbot support, knowledge creation, and quality assurance of Service Desk tickets. 

JOB RESPONSIBILITIES/ESSENTIAL FUNCTIONS                                      

• Identify knowledge gaps and serve as the liaison between the Service Desk and other teams within IT to create, update, approve, and retire knowledge articles to be used by the chatbot or improve internal Service Desk processes.
• Coordinate development work with engineers throughout IT to develop and deploy new capabilities in existing support chat bot (Moveworks)
• Identify high-volume tickets coming into the Service Desk, and work with product teams to communicate impact, and identify opportunities for
• Work with individuals on the Service Desk to ensure that standards are being achieved in ticket quality and communicating needs with members of the leadership team.
• Coordinate training within the Service Desk for new employees, as well as new or unfamiliar processes across the team.
• Use ServiceNow and 3rd party reporting tools to achieve metric-focused goals.
• Maintain close relationships throughout IT and look for any ways to continually drive self-service support.

WORK EXPERIENCE 

• Three to five years of experience in a Service Desk or IT Support environment, or equivalent training and education
• Experience in technical writing for Self-Service support

CERTIFICATIONS 

• Preferred certifications: Knowledge-Centered Service (KCS)

SPECIALIZED KNOWLEDGE, SKILLS, AND ABILITIES 

• Excellent customer service and analytical skills
• Excellent communication: written and verbal.
• Strong interpersonal skills to coordinate across IT.
• Strong work ethic and ability to self-motivate.
• Positive, professional, team player attitude
• Ability to organize and prioritize work in a fast-paced, changing environment.
• Technical aptitude with a focus on continuous learning and development
• Functional knowledge of Desktop and SaaS Applications

THE WELL-BEING OF WWT EMPLOYEES IS ESSENTIAL. SO, WHEN IT COMES TO OUR BENEFITS PACKAGE, WWT HAS ONE OF THE BEST. WE OFFER THE FOLLOWING BENEFITS TO ALL FULL-TIME EMPLOYEES:

• Health and Well-being: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness Program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

DIVERSITY, EQUITY, AND INCLUSION ARE MORE THAN A COMMITMENT AT WWT -- IT IS THE FOUNDATION OF WHAT WE DO. THROUGH DIVERSE NETWORKS AND PIPELINES, WE HAVE A CLEAR VISION: TO CREATE A GREAT PLACE TO WORK FOR ALL. WE BELIEVE INCLUSION INCLUDES U. BE WHO U ARE AT WWT!

EQUAL OPPORTUNITY EMPLOYER MINORITIES/WOMEN/VETERANS/INDIVIDUALS WITH DISABILITIES

SOME WWT CUSTOMERS HAVE A COVID-19 VACCINE REQUIREMENT. IN ORDER TO WORK ON PROJECTS FOR THESE CUSTOMERS, EMPLOYEES MUST BE FULLY VACCINATED OR HAVE AN APPROPRIATE RELIGIOUS OR MEDICAL ACCOMMODATION.

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider with $17 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world.

With nearly 9,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 11 years in a row by Fortune and Great Place to Work®️ for its unique blend of determination, innovation and leadership focus on diversity and inclusion.