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Tech Support / Service Desk Analyst IBM CIC – GB
We are looking for a Tech Support/Service Desk Analyst to join a small but established IBM project team to work on an external Client-facing Service Desk & provide support to a number of Project Administration activities.
This role is based in Hursley and will involve:
Answer in-bound telephone calls & monitor emails sent to the Service Desk by the Client.
Log system incidents & delegate incidents to the IBM technical support team for resolution.
Proactively review progress on incident resolution, chase IBM & subcontractors for updates & provide progress updates to the Client where necessary.
Monitor incidents to ensure closure within contracted Service Level Agreement (SLA) targets.
Co-ordinate shipping of spare parts to support incident resolution as necessary.
Confident and professional telephone manner.
Competent written communicator (for writing formal reports, meeting minutes, emails to Clients).
Ability to use MS Excel and Word to a business level (formatting for formal reporting purposes, writing basic formulae etc).
Ability to perform basic statistical analysis of data.
Ability to work with a technical team (delegating incident resolution activities and chasing them for timely updates/closure).
Highly organised (e.g. ability to coordinate meeting logistics and maintain excellent record keeping).
Experience : None