IBM( RequiringTechnical Support Associate – ITD-GD)
January 25, 2009
IBM
IBM has been present in India since 1992 and has established itself as one of the leaders in the Indian Information Technology (IT) Industry. IBM India has seen double-digit growth over the last five years, spurred by the stabilization of the Indian economic environment and also by IBM,s own efforts to grow and transform its business in the country. IBM India has over 38,500 employees as of January 1, 2006 and is India,s largest MNC employer.
Designation :
Fresher – Recruitment
Job Description :
Fresher – Technical Support Associate – ITD-GD
Providing Voice & E-Mail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America, Cananda, EMEA & AP.
# Awareness of basic networking concepts and technologies.
# Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN
# Understanding of operating systems, Windows 2000/NT/XP ¿ configuration options and Troubleshooting
# Browser Support – Internet Explorer
# 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.
# Has technical experience and skills in the areas of problem determination, creativity and analysis.
# Receives incoming calls from customers and creates incident record or -s existing record.
# Very strong computer skills required to be the initial call handling person who will perform problem cause analysis, resolve routine customer problems and/or more complex problems, and resolve routing and customer problems all within set criteria.
# Ability to meet a set of defined account agent productivity measurements.
# Be able to identify opportunity for, and implement process improvements.
# Customer Service Skills
# Communications ¿ verbal and written
# Neutral accent
# Advanced soft skills and call control as appropriate for an internal corporate IT helpdesk.
# Possesses strong customer service skills with ability to balance technical support, written / oral communication and customer satisfaction.
# Questioning skills- probing skills, as relevant to the issue and level of the caller
Candidate Profile
Min 6 months of relevant experience in the mentioned skill areas
Required :
* Bachelor’s Degree in Other
* English: Fluent
Experience : 0 years
Education :B.Tech/B.E.
Location :Bangalore, Hyderabad / Secunderabad
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