2025 Level 3 Digital Support Technician

WTW

Difference makers

Begin your career with WTW where every step is an opportunity. Join a company with global scale and diverse perspective where you can deepen our collective insight, set the bar high and succeed your way.

Whichever early careers program you join, you’ll go into a role with real responsibilities, exposure to client assignments and the opportunity to build up valuable experience. With WTW behind you, you’ll learn and develop the skills to succeed in your chosen role. 

Where you means all of us

We’re proud of our culture and commited to making a real impact for our clients and colleagues. That’s why we constantly challenge ourselves to grow our inclusive culture and create a place where we’re bolder together. Our inclusion networks help us to live our values and our defined inclusion and diversity commitments improve and measure our progress. For you, this means joining a company where you can bring your whole self to work.

Your future in sharp focus

We leverage the global view and local expertise of our 46,000 colleagues serving 140 countries and markets to transform tomorrows. At WTW, you’ll tackle challenges with the help of a diverse, expert global team and identify strategic solutions that move us – and the world’s most powerful organizations – forward.

The Business 

The Life Insurance industry is experiencing a growing demand for technology solutions and the associated skills to drive faster and more efficient processing and push for a competitive edge.  At WTW, we provide our clients with a wide range of technology and software solutions and are equally experiencing a growing demand for the skills to use those solutions to their best potential. 

We are therefore looking to expand our Life Insurance team to broaden our technology capabilities to meet this growing demand.  In joining our team, you will be a key part of this growth.

The Team

WTW’s Outsourcing GB 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, the UK and the US. We have worked with some of the world’s leading organisations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe.

Summary of Role

As an Apprentice Application Support Analyst, you will be the first point of contact for end users experiencing technical issues with OGB applications. This role is designed for individuals who are eager to learn and develop their skills in application support. You will work closely with senior analysts and technology professionals to resolve issues, provide excellent customer service, and ensure the smooth operation of OGB’s software applications.

The Role

*** Please note that we do not accept multiple applications and you should only select and apply to one programme per year***

2025 Level 3 Digital Support Technician

Closing Date: 10th January 2025

Key Responsibilities:

• User Support: Provide first-level support to users by diagnosing and resolving application issues via phone, email, or chat.
• Issue Tracking: Log and track issues using OGB ticketing system, ensuring all incidents are documented and resolved in a timely manner.
• Troubleshooting: Assist in troubleshooting application problems, escalating complex issues to senior analysts when necessary.
• Documentation: Maintain and update user guides, FAQs, and support documentation to help users resolve common issues independently.
• Training: Participate in training sessions to improve your technical skills and knowledge of OGB applications.
• Collaboration: Work closely with the Technology teams and other departments to ensure seamless support and service delivery.

The Requirements

Knowledge and Experience:

• Education: High school diploma or equivalent; currently enrolled in or recently completed an IT-related apprenticeship program.
• Technical Skills: Basic understanding of computer systems, software applications, and troubleshooting techniques.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: A customer-focused attitude with a commitment to providing excellent service.
• Problem-Solving: Good analytical and problem-solving skills, with attention to detail.
• Team Player: Ability to work effectively in a team environment and collaborate with colleagues.

Working Conditions.

• Hybrid Home/Office environment with opportunities for hands-on learning and mentorship.
• Regular working hours with occasional overtime to meet support deadlines.
• Competitive apprenticeship salary
• Opportunities for career advancement

Access to company resources and learning materials

WTW is an equal opportunity employer

WTW believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organisation, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at WTW.