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 he importance of total contact ownership

Key Responsibilities

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

Skill Requirements

Immediately log all incoming incident or requests and actions taken to resolve them in support console • 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

Other Requirements

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 • Ensure closed problems are adequately documented • Increase personal knowledge of WBG business and technical environment with the goal of increasing first-call resolution rates