Job description
Looking for a smarter career? IBM is the place to be. Here, you can cultivate your expertise, use your knowledge to the fullest extent, or re-invent yourself—without ever having to leave the company.
We are the world's largest IT and consulting company. Great opportunities abound. Build your portfolio while working on society's most pressing issues. They're at the top of our strategic agenda. From energy production to climate change, traffic congestion to health care, streamlined government processes to citizen collaboration and everything in between. We're not only leading the way in developing "green technology," we’re also leading a revolution in corporate responsibility and citizenship.
Work with us as we make the world a smarter planet.
We are hiring Help Desk Team Lead to work in a help desk environment as agents. They will answer calls within appropriate customer service standards, use knowledge bases to diagnose and solve problems or escalate as necessary.
Job Duty 1 –Answer calls and online chats within required time periods to meet and exceed service levels
Job Duty 2 –Log customer issues into the ticket management system, utilize the knowledge management system to provide customers with resolution steps
Job Duty 3 –Maintain a professional and courteous demeanor throughout all customer interactions
Job Duty 4 –Originally schedule will be 7 am – 7 pm with potential change to shifts
BS/BA degree--2 years in a tech. discipline which relates to the duties assigned. Have technical experience and skills in the areas of problem determination, creativity and analysis. Creativity and analytical ability is required to understand the inter relationships of the products with each other and with the network as a whole. Able to identify opportunity for and implement process improvements. Skilled at managing complex and multi-vendor environments. Need strong computer skills, will be the initial call handling person, need to perform root cause analysis, and resolve routing customer problems. Receive incoming calls from customers and create incident record or update existing record. Answer incoming calls within set criteria. Direct ownership of problem resolution through own skills or by timely escalation. Utilize call tracking tool used to track problems and generate metric reporting. Validate customer information, name, phone, room, id number. Using expertise, analyze and resolve the customer problem at first contact within set criteria. Meet account requirements for first call resolution rate. Utilize standard IBM Global Services processes and escalation procedures as documented. Refer incidents to the proper queue the first time with % accuracy as per account
talentvine
- High School Diploma/GED
- At least 2 years experience in Help Desk Support Operations - Lead experience
- At least 2 years experience in Lead experience in helping team resolve end user trouble tickets and Documenting ticket resolution and Developing Knowledge Base
- Basic knowledge in Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- U.S. citizenship required
- English: Fluent
Preferred
- Bachelor's Degree
- At least 1 year experience in Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
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.