REQUIRED QUALIFICATIONS:

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1 + years of experience in enterprise IT environments and ticketing systems (e.g., ServiceNow)
• 1 + years of experience in Financial Services/Banking

DESIRED QUALIFICATIONS:

• Strong troubleshooting skills across desktop, mobile, and remote access technologies.
• Excellent communication and interpersonal skills.
• Proven ability to work independently and collaboratively in a fast-paced environment.
• Passion for delivering high-quality support and driving team success.

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

WELLS FARGO RECRUITMENT AND HIRING REQUIREMENTS:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process

o Contribute to documentation and knowledge base articles to improve team efficiency.

• Quality & Professionalism

ABOUT THIS ROLE:

Wells Fargo is seeking a highly skilled, customer-focused Service Desk Agent to provide front-line phone and chat IT support for the Wealth and Investment Management (WIM) business unit. This role requires strong technical troubleshooting, deep issue ownership, and empathetic service delivery in a fast-paced, high-impact environment.

IN THIS ROLE, YOU WILL:

• Participate in initiatives and identify opportunities for technology operations
• Evaluate basic or tactical challenges that require research and evaluation
• Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
• Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
• Develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas
• Reduce the impact of application and infrastructure failures on business delivery
• Engage various teams of trouble-shooters to assess system health and issues
• Present recommendations for resolving more complex situations
• Provide information to functional colleagues, internal partners and stakeholders
• Front-Line Support Excellence:
  o Serve as the initial contact for IT issues via phone, chat, other channels or ticketing system.

o Provide prompt, professional, and empathetic support to business users with a focus on minimizing downtime and disruption.

• Issue Ownership & Resolution:

o Take full ownership of reported issues through resolution or appropriate escalation.

o Maintain accountability for follow-ups and ensure timely communication with end users.

• Technical Expertise:

o Troubleshoot and support across multiple platforms including:
o Windows OS
o iOS and Android mobile devices
o Virtual Desktop Infrastructure (VDI)
o Credential administration (Active Directory, MFA, etc.)
o VPN and remote access technologies

o MS Products

• Business-Centric Support:

o Understand the critical nature of the supported business unit and tailor support accordingly.

o Demonstrate empathy and urgency in addressing issues that impact business operations.

• Continuous Improvement & Collaboration:

o Identify and suggest opportunities for self-service, automation, and process improvements.
o Share knowledge and best practices with peers to foster a culture of learning and excellence.

o Contribute to documentation and knowledge base articles to improve team efficiency.

• Quality & Professionalism:

o Uphold high standards of communication, documentation, and customer service.
o Represent IT with professionalism and a proactive mindset in all interactions.