Tech Operations Analyst - Bengaluru/Bangalore @ Wells Fargo

About the Role

• 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.
• At direction of manager, may assist in training and business development projects.
• Handles contacts from one or more lines of business.
• May train others in new technology."
• Identifies possible alternative solutions for problems, escalates solution for approval, helps to document and submit to knowledge base
• Identifies problem trends and escalates appropriately

• 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

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