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Tech Support / Service Desk Analyst IBM CIC – GB
Job Description:
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.
Qualification:
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