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    IT Help Desk - Service Desk Delivery (SDD)

    Uploaded by

    Cherry Charan
    The job posting is for a Technical Service Representative providing voice support to IBM internal and external customers across various regions handling technical issues from chats, calls, emails. The role involves problem determination, remote infrastructure support, resolving routine issues, and process improvements. Required skills include understanding operating systems, browser support, strong computer skills, network troubleshooting, excellent communication skills, and customer service orientation. Desired skills involve hardware awareness and familiarity with software applications. Candidates must have a bachelor's degree and strong communication skills. The role requires working shifts including evenings and nights that vary depending on supported geographies.

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    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd

    IT Help Desk - Service Desk Delivery (SDD)

    Uploaded by

    Cherry Charan
    262 views5 pages
    The job posting is for a Technical Service Representative providing voice support to IBM internal and external customers across various regions handling technical issues from chats, calls, emails. The role involves problem determination, remote infrastructure support, resolving routine issues, and process improvements. Required skills include understanding operating systems, browser support, strong computer skills, network troubleshooting, excellent communication skills, and customer service orientation. Desired skills involve hardware awareness and familiarity with software applications. Candidates must have a bachelor's degree and strong communication skills. The role requires working shifts including evenings and nights that vary depending on supported geographies.

    Original Title

    JD-SDD

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    © Attribution Non-Commercial (BY-NC)

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    XLSX, PDF, TXT or read online from Scribd

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    The job posting is for a Technical Service Representative providing voice support to IBM internal and external customers across various regions handling technical issues from chats, calls, emails. The role involves problem determination, remote infrastructure support, resolving routine issues, and process improvements. Required skills include understanding operating systems, browser support, strong computer skills, network troubleshooting, excellent communication skills, and customer service orientation. Desired skills involve hardware awareness and familiarity with software applications. Candidates must have a bachelor's degree and strong communication skills. The role requires working shifts including evenings and nights that vary depending on supported geographies.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    262 views5 pages

    IT Help Desk - Service Desk Delivery (SDD)

    Uploaded by

    Cherry Charan
    The job posting is for a Technical Service Representative providing voice support to IBM internal and external customers across various regions handling technical issues from chats, calls, emails. The role involves problem determination, remote infrastructure support, resolving routine issues, and process improvements. Required skills include understanding operating systems, browser support, strong computer skills, network troubleshooting, excellent communication skills, and customer service orientation. Desired skills involve hardware awareness and familiarity with software applications. Candidates must have a bachelor's degree and strong communication skills. The role requires working shifts including evenings and nights that vary depending on supported geographies.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 5

    IT Help Desk - Service Desk Delivery (SDD)

    Job type Work country Work city Travel Band

    FTH India Bangalore & Hyderabad No travel FTH

    Job role Job role skillset Workplace GOM Code Level Job description

    Providing Voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA & AP. The job will require you to handl chats regarding technical issues for end users. # Remote Infrastructure support delivery # Perform problem cause analysis # Resolve routine customer problem # Ability to Identify Opportunity & Implement Process Improvements # Has technical experience and skills in the areas of problem determination, creativity and analysis. # Ability to meet a set of defined account agent productivity measurements.

    Mandatory Skills

    # Understanding of operating systems, Windows 2000/NT/XP configuration options and troubleshooting # Browser Support - Internet Explorer # Strong computer skills required # Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN # Excellent oral and written communication skills. # Excellent customer service orientation # Neutral accent

    Desired Skills # Ability to identify basic hardware parts and aware of basic hardware concepts # User level familiarity with at least one e-mail client - Outlook, Notes etc.. # Skilled in commercially standard software applications and major desktop operating systems. # Awareness of basic networking concepts and technologies. # Questioning skills /probing skills, as relevant to the issue and level of the caller Eligibility Criterion # Any Bachelor's Degree # Flunecy In Communications Skills (both spoken and written)/ soft skills

    Additional information # Candidates applying and selected for the job will be expected to work in shifts - including evening and night shifts. Shifts will 24x7 in nature and can vary dependin supported

    e Desk Delivery (SDD)

    Technical Service Representative Technical Service Representative Traditional Office (IBM building) Level 1 Support

    cription

    across North America, EMEA & AP. The job will require you to handle inbound calls / emails /

    sis.

    ory Skills

    shooting

    /WAN

    d Skills

    Criterion

    nformation ing and night shifts. Shifts will 24x7 in nature and can vary depending on geographies

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