SME - Critical Incident Management

Job Summary

Serve as an escalation point to Service Desk analyst in the areas of Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications support; and Telecom. Requires effectively acting as a technical liaison between the Tier1, Tie 2, Team Leads, Service Desk manger and potentially, Tier 3 Representatives to resolve problems. Provide administrative technical support for the few applications for which the Service Desk has administrative access and responsibilities.

Key Responsibilities

Responsible for maintaining an effective process for achieving a 65% first call resolution for new and employees. This includes reviewing reports and providing training to both new and existing help desk employees as well as providing feedback on employee evolutions. Performs frequent WBG ticket reviews for employees as a joint effort with SDMgr until skill level and familiarity increases to optimal level. Maintaining the Service Desk computer equipment. Ensuring all machines contain a current version of software and hardware. Provide documentation and training required.

Skill Requirements

An above average performance record regarding attendance, punctuality and working overtime. Readily acting as point of escalation for agents in stressful situations as a natural point of escalation for now until full transition (allow and\or encourage colleagues to seek your advice naturally Monitor calls statistics daily to gain insight or make suggestions for ensuring analyst work methods are in line with contract metrics, keeping the management Team up to date.

Other Requirements

Act as a technical point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the management Team properly updated. Provide efficient, courteous and responsive 1st Tier Service Desk support to all WBG staff and their representatives when required. This includes logging all incoming problems and requests.