Deskside Support Representative

Job ID SO_DEL-0613275 Job type Part-time Complementary Work country USA Position type Professional Work city Dallas,TX Posted 24-Oct-2013 Travel No travel Job area IT & Telecommunications (non consulting) Business group SO Delivery Job category Technical Services Business unit End User Spt Job role Deskside Support Representative Job role skillset Distributed Client Services Commissionable/Sales-Incentive jobs only No

Job description

IBM is seeking a Deskside Support Representative. This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. They are responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Strong customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment. Responsibilities include:Resolve customer hardware/software PC problem tickets. A technical knowledge of the supported platform is required as well as a working knowledge of the hardware. Resolve tickets within the customer SLA and obtain a high Customer Sat. Rating. Good communication skills are required.

Required High School Diploma/GED At least 6 months experience in Deskside Support English: Fluent

Additional information Integrated Technology Delivery (ITD) brings together all of IBM's worldwide service delivery capabilities for Strategic Outsourcing with strong local and regional management teams supported by a set of three global competencies, Security, Asset & Risk Management (SARM), End User Support (EUS), and Server Systems Operations (SSO). ITD's mission is to leverage IBM’s global scale and advanced technology to deliver standardized solutions that are more automated, repeatable and globally integrated

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.