Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.
Your Role and Responsibilities
Do you like Technology, helping people, and solving problems? This role is for you! As a Tier 1 Technical Support Representative some of your responsibilities will be:
- Assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
- Provide assistance to all members in the use of our computer network, workstations, and equipment.
- Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
- Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
- Provide 24-hour support for hardware and services critical to operations.
- Work within our ticketing system to create detailed work logs and technical documentation.
- Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
- Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
- Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
- Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
- Maintain good working relationships with all cooperative workers.
CRMMEX_22
Required Technical and Professional Expertise
- Ability to independently own and manage an initiative
- Ability to handle and prioritize a lot of tasks each day.
- Ability to produce user and troubleshooting documentation that other people can understand.
- Demonstrated problem-solving and analytics skills
- Demonstrated experience in Support Center on call
- Advanced written and verbal English skills
- Excellent customer service
Preferred Technical and Professional Expertise
None
About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
