Bengaluru, Karnataka
Job Summary

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical issues, respond to telephone calls, email and personal request for technical support. Documents, tracks, and monitors the issue to ensure timely resolution. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks and typically reports to a supervisor or manager. A wide degree of creativity and latitude is expected. Leads and directs the work of others.

Key Responsibilities

Serve as an escalation point to Service Desk analysts in the areas of Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications Support; and Telecom. Requires effectively acting as a technical liaison between the Tier 1, Tier 2, Team Lead, Service Desk Mgr and potentially, Tier 3 representatives to resolve problems. Provides task leadership to assigned staff and coordinate related queue management activities. Performs frequent ticket reviews and quality audits including live calls observations Verifies that TCO is being performed Makes recommendations for shift-left strategies Liaises with product teams and participates in relevant functional groups Acts as a knowledge coordinator in the KMP process for content and accuracy

Skill Requirements

Keep the Service Desk analysts abreast of WBG’s technical standards. This requires developing and maintaining a rapport with Tier 2, Team Lead, Service Desk Mgr and potentially, WBG Tier 3 analysts whose areas impact service desk support. Uses available resources (people, processes, tools) to complete work efficiently Readily acts as point of escalation for analysts in stressful situations Takes and documents immediate action when confronted with a problem or when made aware of a situation regarding employee performance [ key element for ADK] Participates in the training and/orientation of new employees in subject matter content and call handling processes

Other Requirements

Manages Ticket Aging for assigned skill(s) and coordinates call follow-up on open tickets Ensures all escalation listings are up to date and accurate for assigned account(s) Runs or monitors daily/weekly/monthly operational and ACD reports Participates in meetings/conference calls with manager and customer to make certain communication remains open and consistent Provide ongoing training and key updates received from WBG to all Analysts Check staffing requirements on a daily basis and make recommendations to management for service line coverage

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