Desktop Support Representative - Southbury, CT

Job description

The Support Desk role is a fast paced and a daily customer facing role that requires a self-motivated individual with strong verbal and written skills. The role is driven by client service requests raised via telephone, via emails as well as through internal requests raised via the Incident Management tool. This is a key role in Service Delivery. The Support desk staff is highly involved in Incident Management, Audit Controls and User Administration. The role is 24/6.5 which utilizes a rotating shift pattern to provide coverage including weekends and holidays. Oncall participation is also required. This job must be done on site at the IBM Southbury, CT location.

Responsibilities:
·  Creation and appropriate routing of Service Requests/Incidents/Problems.
·  Provide updates for all SRs/INs/PRs to the client in in line with SLAs
·  Single Point of contact for the Client and all 3rd Party Vendors.
·  Provide User Administration for Production environments adhering to all audit controls..
·  Incident co-ordination and communication between Customer and Command Center Team Lead
·  Be proactive in the mentoring and training of new team members. Support the knowledge growth of all team members.
·  Document any issues with incident records opened or updated by the client in the daily operational issues log found in the Command Centre team room.
·  Provide Cover during sickness/holiday/lunch breaks.
·  Manage Support Desk TaskID (Group email account)
·  Ensure that a verbal handover is given and complete between outgoing and incoming local shifts.
·  Raise and review all changes related to KSRs (Known Service Requests)
·  Take calls from the customer. Log all incoming problems with accurate detail by adhering to the call templates to ensure that all necessary initial information for Problem Determination is gathered.
·  Liaise and work with other groups and departments as required.
·  Increase personal project knowledge, attending education as necessary.
·  Be proactive in growing skills in other roles within the Command Centre
·  Work closely with Problem & Change Management to improve the Problem Process and audit readiness.
·  Proactively review and update Command Centre Technical Team SD Manual procedures
·  Manage individual education roadmap ensure course targets are met.
·  Ensure that ALL hours worked are recorded correctly on CLAIM..
·  Perform additional tasks as required by Command Center Management.
·  Proactively communicate day to day issues/activities to Command Center Management.
Auto req ID

189550BR
Required Education

High School Diploma/GED
Role ( Job Role )

Computer Operator
State / Province

CONNECTICUT
Primary job category

Technical Specialist
Company

(0147) International Business Machines Corporation
Contract type

Fixed Term - Long Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Associate's Degree/College Diploma
City / Township / Village

SOUTHBURY
EO Statement

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, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Key: (0) No Skill (1) Basic Skill (require supervision) (2) Skilled (unsupervised) (3) Highly Skilled (able to train someone else) (4) Mastered (subject matter expert)
·  Incident/Problem/Change management - Level 3
·  User Administration - Level 3
·  Audit Controls - Level 3
·  Service Level management - Level 2
·  Knowledge of AIX V6/7 Operating system - Level 1
·  Knowledge of Microsoft Operating Systems - Level 2
·  Knowledge of Maximo(Ticketing System) - Level 3
·  Lotus Notes - Level 3
·  Written communication - Level 3
·  Verbal Communication - Level 3
Country/Region

United States
Preferred Technical and Professional Experience

·  NONE
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

·  NONE
Position Type

Early Professional
Early Professional Track

Track unaligned
New Collar Role

Yes