Service Desk Analyst

Job Description

Wells Fargo & Company

End Client (if different from Account)

Duration

12 Month Minimum

Description

Wells Fargo is looking to bring on a group of Tech Support Agents to support the internal employees of Wells Fargo via inbound phone calls. Agents will be trained on the internal tools, systems, processes and will be responsible for managing a ticketing que and helping troubleshoot issues that the employees are experiencing. Types of calls could include: password resets, server issues, VPN/connection issues, outlook, specific application issues, etc.

The first week of the role will involve agents going through compliance courses, the second week is a 1 week instructor lead virtual training. After training is over agents will move into their designated shifts and start taking phone calls. During this time they will have support from managers and employees at Wells Fargo to answer questions and provide on the job training until they are comfortable.

Required qualification : Commitment to work through the contract end date. 12-24 months of previous technology experience in a similar Service Desk environment or equivalent experience. Required Skills: Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration. The ability to use existing knowledge base content to search for known solutions and implement work arounds. Agent must be able to follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high volume environment with great communication skills. Must demonstrate proficiency by efficient triage of the problem, efficient use of solutioning tools, and use of escalation processes to quickly resolve or escalate incidents that require further subject matter experts. Common call/chat types are assisting with encryption password and active directory passwords, remote access questions that may arise from a predominately work from home customer base, software installs, printer setup and other peripherals. Other: knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365, Outlook email, Teams. Additionally knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.

Job Title

WIM - service desk technician

Top Skills Details

1. 12- 24 months of previous Service Desk experience

2. Knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365, Outlook email, Teams, Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids

3. Ability to use existing knowledge base content to search for known solutions and implement work arounds

\*must have reliable internet connection and a quiet work from home environment\*

100% REMOTE BUT MUST SIT IN PHOENIX, DALLAS, DES MOINES, CHARLOTTE MARKETS WITHIN 1 HR OF WELLS FARGO LOCATION

EVP

The team will host a training class for each agent giving them a chance to learn their internal process and tools, they recently moved to ServiceNow for their ticketing tool which is a common tool in the industry. The agents will be able to get a chance to support all 250K internal employees at an enterprise size company.

Work Environment

Remote but must sit in Phoenix, Dallas, Des Moines, or Charlotte

Additional Skills & Qualifications

Critical thinking, problem solving, go-getter attitude, friendly phone demeanor and strong communication

Impact to the Internal/External Customer

Without this support employees would have a large delay in tech support help impacting their ability to complete their real work costing the company a lot of money from low work levels

Interview Information

15 minute interview with someone our flex team or myself

Business Challenge

These agents will specifically be supporting the Wealth Investment Management que aka WIM. These agents will be supporting internal Wells Fargo employees that work directly with their end customers to assist with individuals financials. Currently the call volumes are so backed up that employees are waiting on hold for much too long and it is impacting their ability to serve Wells Fargo employees in an efficient manor. Agents will be assisting with mitigating the influx of calls coming to ensure employees are receiving support as efficiently as possible to ensure customer satisfaction and retention.