Workforce Support Technician

4 days ago

Hyderabad Telangana, India Warner Bros. Discovery Full time

**_Welcome to Warner Bros. Discoverythe stuff dreams are made of._**

**Who We Are **

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

**Your New Role**:
Providing high quality IT support to the GBS Hyderabad users. Work closely with key business Stakeholder to understand the business requirement and fulfill any IT requirements. Supporting end-users in finding resolutions for their inquiries.

**Your Role Accountabilities**:
**Operations and Administration**
- Manage and lead the IT support team of contractors in Hyderabad and provide IT support to APAC users.
- Participate in decision making to embrace better customer service and work with local business in accordance.
- Communicate with the local business with respect to all IT services provided and address all concerns and issues identified by the business.
- Support and embrace the global standards related to both hardware and software for the Hyderabad/APAC users.
- Provide remote/virtual support using Zoom or other remote tools available to technicians.
- Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.
- Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests.
- Use of additional IT tools to provide 1st line resolutions including Okta admin, Active Directory, Intune, ServiceNow, Zoom etc.
- Manage local and regional vendors to ensure the delivery of IT services that are both cost effective and of the highest quality.

**STRATEGY, Escalations, Collaboration, and Documentation**
- Collaborate with key stakeholders to understand business needs and dependencies to better align the support requirements.
- Record Incidents accurately and timely in the ServiceNow ticket management system accurately and clearly articulate strategic issues and provide relevant, logical options for solving them.
- Communicate with 2nd line support teams for incident follow ups or escalations.
- Ability to identify, modify, create, and work with Knowledge Managers as it relates to outdated documentation.
- Keeping customers informed on their open tickets.

**Misc.**
- Supporting Windows, macOS, IOS and Android operating systems.
- Supporting Apple, Dell, and Lenovo devices.
- Supporting printing and MFP setups in the WBD environment.
- Occasional business travel may be required, and your involvement will be expected when circumstances permit.
- Participation in global projects may be required to deliver new services.
- Any other ad hoc responsibilities as requested by the Manager.

**How We Get Things Done**

**Championing Inclusion at WBD

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