Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Cloud Engineering

In short

We are seeking an Administrator (Support & Operations) to provide efficient, courteous, and responsive advanced technical support to WBG staff. This role involves understanding incident management processes, troubleshooting, and resolving technical issues, with a focus on first-call resolution and clear communication.

Responsibilities

Provide efficient, courteous, and responsive advanced level technical support to all WBG staff and their representatives in primary and secondary areas such as Messaging and Cloud Services, Mobility and Remote Connectivity, Desktop Support and Network Connectivity, COTS and Productivity Applications Support, and Telecom.
Understand the process of incident management, including critical steps from detection and recording to closure, to reduce escalations and ensure total contact ownership.
Update problem records upon resolution or escalation, and provide follow-up status to end-users according to support policies.
Ensure closed problems are adequately documented.

Requirements

Desire to understand and consistently perform in accordance with fundamental core operational processes.
Ability to troubleshoot, satisfy, or resolve problems on the first call approximately 70 percent of the time.
Ability to correctly refer unresolved problems to the appropriate work group approximately 90 percent of the time, with appropriate notification and follow-up.
Immediately log all incoming incidents or requests and actions taken to resolve them in the support console.
Proficient researching solutions to problems.
Provide follow-up status to WBG end-users in accordance with specified support policies and procedures.
Ensure closed problems are adequately documented.

Desired Qualifications

Possess critical thinking skills to resolve incidents quickly and consistently.
Possess active listening skills and effective communication strategies.
Able to provide technical assistance to other agents.
Increase personal knowledge of WBG business and technical environment with the goal of increasing first-call resolution rates.

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
HCLTech is a global technology company with over 230,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud and AI.
Work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Skills

Technical SupportCloud ServicesMobilityRemote ConnectivityDesktop SupportNetwork ConnectivityCOTSProductivity ApplicationsTelecomIncident ManagementSupport Console

#Support#Operations#Administrator#Technical Support#Cloud Services#Mobility#Remote Connectivity#Desktop Support#Network Connectivity#COTS#Productivity Applications#Telecom#Incident Management#Bengaluru#Karnataka#India

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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