Deskside Support Representatative - Grapevine, TX (Dallas/Irving)
Location:
Dallas , Texas
Posted:
March 14, 2017
Reference:
63772BR
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Deskside Support Representative - Supplemental employment is a classification of temporary personnel employed by IBM for business needs of an indeterminate duration, or to obtain special skills needed for a limited period. There are several types of supplemental employment, each with its own terms and conditions. Duration of assignments range from up to 12 months for short term and 13-36 months for long term.

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. Demonstrated 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 Personal Computer (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 SLA and obtain a high Customer Satisfaction Rating. Demonstrated verbal and written communication skills are preferred.

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