Fwd: IT Helpdesk - Technical Support Associate in IBM

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Hi All, IBM GPS is hiring for Technical Support Associate. This is a referral event. Let me know if this can be helpful for someone you know.   ****This role is not into BPO domain**** Job Description :
Providing Voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA and AP. The job will require you to handle inbound calls / emails / chats regarding technical issues for end users. Remote Infrastructure support delivery. Perform problem cause analysis. Resolve routine customer problem. Ability to Identify Opportunity and 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. Excellent oral and written communication skills. Questioning skills /probing skills, as relevant to the issue and level of the caller.
Additional Information : Working in shifts is a mandate. 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 depending on geographies supported.
Eligibility : Any Graduate (10+2+3), Any Post Graduates, Diploma Holders (10+3)
Passout Year : 2011, 2012 and 2013   ****This role is not into BPO domain****

Regards,

Deepak Gupta

IBM India Pvt. Ltd

MBM Engineering College 2011 Batch