IBM Deskside Support Representative in Raleigh, North Carolina
IBM is seeking a Deskside Support Representative in Minneapolis, Minnesota. This is a part time supplemental position. Supplemental employment is a classification of temporary personnel employed by IBM for business needs of an indeterminate duration, or to obtain special skills needed for a limited period. There are several types of supplemental employment, each with its own terms and conditions. Duration of assignments range from up to 12 months for short term and 13-36 months for long term. In this role, you will perform 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. You may also perform Installs, Moves, Adds and Change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. You will be 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, the Deskside Support Representative needs 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.Proven customer communication and business skills are needed since direct customer interaction is often required. Accordingly, you will have a direct impact on customer satisfaction and therefore, need to understand your account/site environment. An ideal candidate will have experience resolving customer hardware/software PC problem tickets. A technical knowledge of the supported platform and working knowledge of the hardware will greatly contribute to your success in this position. You will be expected to resolve tickets within the customer SLA and obtain a high Customer Satisfaction Rating.
1+ years’ experience performing Deskside Support in a customer facing role
1+ years’ experience supporting Windows
6+ months experience supporting mobile devices