Tech Operations Analyst

☞ Wells Fargo

View: 106

Update day: 06-05-2024

Location: Hyderabad / Secunderabad Telangana

Category: IT - Software

Industry: Financial Services Investment Management Banking

Position: Associate

Job type: Full-time

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Job content

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description

About Wells Fargo India

Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Risk Services and Product, Analytics and Modeling (PAM). We are operating in Hyderabad, Bengaluru and Chennai locations

Department Overview

Team Member Technologies (TMT) within the Enterprise Information Technology (EIT) business comprises of Enterprise Endpoint & Mobility Services, Enterprise Messaging & Collaboration Services, Technology Connection and Specialized Desktop Support Services. TMT integrates electronic communication and collaboration platforms to offer the next generation of content collaboration solutions.

About The Role

  • This role requires the team member to follow established guidelines, responds to inquiries through various methods of contacts, processing or request procedures, systems status and network connectivity.
  • Documents issues and may resolve basic problems regarding
  • Records inquiries, and repair / service requests.
  • Resolves or directs request to appropriate technical area or vendor.
  • Tracks status and follows up to ensure client satisfaction.
  • Escalates to or consults with next level support when solution is unclear.
  • Reports problems with procedures and suggests improvements.

    • Responsibilities

  • Completes classroom and on-the-job training to handle entry-level technical support contacts (e.g. password resets, pass-through support) from a single queue.
  • After demonstrating proficiency on entry level technical support contacts, begins additional training on a core line of business while continuing taking entry-level technical support contacts.
  • May begin training on an additional line of business (hardware and applications)
  • Demonstrates proficient handling of assigned technical support contacts.
  • Actively keeps informed and applies knowledge appropriately. This may include reading emails, use of knowledge base, and training as assigned.
  • Adheres to all risk and confidentiality requirements of the corporation, being fully aware of potential negative impact to TC and the corporation, reporting any deviations from those requirements.
  • Knows when to seek help and from where and whom.
  • Proactively seeks information to learn about TC and interactions with other areas.
  • Demonstrates the necessary understanding of the computer systems and processes needed to perform work.
  • Demonstrates a willingness to adapt to new technology.
  • Learns how to use new technology to service the customer.
  • Understands department processes and escalation procedures.
  • Utilizes all approved resources available to provide timely and accurate resolutions to customer issues, including escalating appropriately

    • Essential Qualifications

  • 3-year degree or equivalent combination of education and work experience
  • 4 year degree preferred
  • 2 years technical support or directly related experience working in a similar technical environment
  • 1-3 years of Technical/Desktop Support experience within a busy, high volume call environment
  • Proven track record in a desktop technical support environment
  • Strong communication skills; Excellent English (Written and spoken)
  • Strong customer service, analytical, and problem resolution skills.
  • Is understanding of and sympathetic to client requirements
  • Enterprises Mobility implementation and troubleshooting (iPhone, iPad’s and Blackberry devices)
  • Basic understanding of Virtual Desktop
  • Experience performing remote support

    • Desired Qualifications

  • 2 year degree preferred
  • ITIL/HDI Training/Certification

    • Market Skills and Certifications

    Essential Qualifications
    • 2 year degree or equivalent combination of education and work experience
    • 4 year degree preferred
    • 3 years technical support or directly related experience working in a similar technical environment
    • 2-3 years of Technical/Desktop Support experience within a busy, high volume call environment
    • Proven track record in a desktop technical support environment
    • Strong communication skills; Excellent English (Written and spoken)
    • Strong customer service, analytical, and problem resolution skills.
    • Is understanding of and sympathetic to client requirements
    • Enterprises Mobility implementation and troubleshooting (iPhone, iPad’s and Blackberry devices)
    • Basic understanding of Virtual Desktop
    • Experience performing remote support

    Desired Qualifications
    • 2 year degree preferred
    • ITIL/HDI Training/Certification

    We Value Diversity

    At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate. 64295

    Reference Number

    64295BR
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    Deadline: 20-06-2024

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