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IBM Pakistan Jobs 11 July 2015 Apply Online :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 Service Level Agreement and obtain a high Customer Sat. Rating. Good communication skills are required. The employee learns the business and develops professionalism.
Minimal or no experience required. Knowledge acquired from academic institutions. Requires ability to absorb professional knowledge and develop skills quickly.
Train to draw on professional concepts to collaborate with others to carry out assigned duties.
Learn to follow given procedures and processes to identify job-related problems, analyze causes using existing techniques or tools.
Work is reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence.
Impact on Business/Scope:
Accountable for individual or team results.
May contribute by supporting activities. Work output may impact customer satisfaction, or impact immediate costs or expenses
- Bachelor’s Degree
- English: Fluent
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, national origin, genetics, disability, age, or veteran status.