This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Description About WTW WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 49,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize perks, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at About the Team The Enterprise Technology team provides core IT operations and end‑user technology services that support colleagues across the organization. The team focuses on keeping enterprise technology services available, secure, and well‑governed, ensuring smooth day‑to‑day IT operations.



Summary The Service Desk Digital Enablement Lead provides day-to-day team leadership while driving adoption of AI, knowledge management, automation, and digital support capabilities. The role ensures effective Service Desk operations while improving service quality, employee experience, and operational efficiency. Role Daily Activities: Lead and coordinate daily Service Desk operations, workload distribution, and resource coverage. Monitor service levels, KPIs, quality, and customer satisfaction. Provide coaching, guidance, and knowledge sharing to Service Desk analysts. Support adoption and effective use of AI-enabled tools such as Moveworks Flash AI. Monitor AI, self-service, knowledge, automation, and ticket deflection trends. Identify operational and digital support improvement opportunities. Promote knowledge-sharing and consistent use of Service Desk processes. Support rollout, training, and

📌 Senior Analyst (Mumbai)
🏢 WTW
📍 Mumbai