These positions are within the Security Service Center, within the Technology Connection. As a quick overview, Technology Connection is the centralized help desk for employees which includes 280,000 people. This is a help desk that receives calls from employees looking to gain more information about what needs to be completed for them to gain access to X, Y, or Z.
What is needed from an experience perspective is a candidate with 1-2 years of help desk experience within the information security space. This would include taking courses at a technical school or gaining a degree towards Information Security. The resources will be using PAC2000 as a ticketing tool, which a part of Remedy. Need to have some type of ticketing tool experience, doesn't need to be specifically with Remedy. Must have experience with troubleshooting and navigating active directory-- Don't need to have experience with adding or removing profiles. In addition, the resources must have experience and working knowledge or Oracle, Linux, Mainframe, Outlook (understanding of emails to access request of email- do not need experience in granting experience).
These resources will not be doing provisioning, but rather receiving 25-30 calls per day and gathering information as to what applications the Wells Fargo employee need access to . Then submit an ART request that will be passed on to the Enterprise provisioning team to grant the access to employee based off the position they hold.
Needs to have experience with 25-30 calls per day. Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications and hardware and software problems. Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and suggests improvements.
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