Job Summary

Possess the desire to understand and consistently perform in accordance with the fundamental core operational processes • Provide effective, courteous and responsive advanced level technical support to all WBG staff and their representatives in one primary area and one secondary area as follows: Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications Support; and Telecom.

Key Responsibilities

Understand the process of incident management, the critical steps required to effectively manage and prioritize incidents from detection and recording to closure; reduce escalations and the importance of total contact ownership • Possess critical thinking skills to resolve incidents quickly and consistently

Skill Requirements

Attempt to troubleshoot, satisfy or resolve problems, 70 percent of the time, on the first call.



• Correctly refer unresolved problems to the appropriate work group 90 percent of the time, providing the appropriate notification and follow up to resolution. • Possess active listening skills and effective communication strategies

Must Have Skill

English,Microsoft Windows,ARABIC

Valuable to Have Skill

Other Requirements

Immediately log all incoming incident or requests and actions taken to resolve them in support console • Attempt to troubleshoot and resolve problems and satisfy requests • Correctly refer unresolved problems to higher level support work groups • Able to provide technical assistance to other agents • Proficient researching solutions to problems

📌 Senior Administrator - English, Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India