Job Summary
Possess the desire to understand and consistently perform in accordance with the fundamental core operational processes Provide efficient, courteous and responsive advanced level technical support to all WBG staff and their representatives in one primary area and one secondary area as follows: Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications Support; and Telecom. Understand the process of incident management, the critical steps required to effectively manage and prioritize incidents from detection and recording to closure; reduce escalations and the importance of total contact ownership Possess critical thinking skills to resolve incidents quickly and consistently Attempt to troubleshoot, satisfy or resolve problems, 70 percent of the time, on the first call. Correctly refer unresolved problems to the appropriate work group 90 percent of the time, providing the appropriate notification and follow up to resolution. Possess active listening skills and effective communication strategies Immediately log all incoming incident or requests and actions taken to resolve them in support console
Key Responsibilities
Attempt to troubleshoot and resolve problems and satisfy requests Correctly refer unresolved problems to higher level support work groups Able to provide technical assistance to other agents Proficient researching solutions to problems Update the problem record upon problem or request resolution, or escalation. Provide follow-up status to WBG end-users in accordance with specified support policies and procedures
Skill Requirements
Ensure closed problems are adequately documented Increase personal knowledge of WBG business and technical environment with the goal of increasing first-call resolution rates Improve knowledge of, and ability to operate, all Bank support tools and technologies Provide adequate notification and follow-up to incident resolution within the problem priority and escalation guidelines.
Other Requirements
Participate in a weekly rotation providing remote help desk support via off hours and well as providing on site support on holidays.