Tech Operations Analyst - Hyderabad @ Wells Fargo

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, and a variety of basic to moderately complex applications and hardware /software problems.
• 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.

• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• May provide on-the-job training.
• Resolves most complex technical issues without additional assistance.
• Contributes to knowledge management enrichment.
• At direction of manager, may assist in training and business development projects.
• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• May provide on-the-job training.
• Resolves most complex technical issues without additional assistance.
• Contributes to knowledge management enrichment.
• At direction of manager, may assist in training and business development projects.
• Recognizes the opportunity for efficiency gains through relationships with both internal and external partners by escalating to management for further action.
• Acts upon opportunities to update the knowledge base.
• Shares information with team and other support partners
• Proactively seeks information about our customers, partners and internal areas within TC.
• Takes information from LOB team members and works to educate team on the issues they face
• Demonstrates an in-depth understanding of the computer systems and processes needed to perform work
• Builds a reputation as a recognized expert and support resource in a specific line of support.
• Submits requests to update knowledge base as needed.
• May train others in new technology.

• 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
• Is understanding of and sympathetic to client requirements
• Basic understanding of Virtual Desktop
• Experience performing remote support

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