IBM Global Account Deskside Clients Support is a global technology and innovation company headquartered in
Armonk, NY. It is the largest technology and consulting employer in the
world, with more than 400,000 employees serving clients
in 170
countries. IBM offers a wide range of technology and consulting
services; a broad portfolio of middleware for collaboration, predictive
analytics, software development and systems management; and the
world’s most advanced servers and supercomputers.
We are recruiting to fill the position of:
Job Title: IBM Global Account Deskside Clients Support
Job ID: GTS-0795333
Location: Nigeria
Job type: Full-time
Job Descriptions
- Responsible for driving customer satisfaction, communicating
with clients (as necessary), working with other competencies to ensure
print projects are rolled out to the community in an effective manner,
as well as ensuring Desk side is prepared to offer support for any new
projects affecting clients. - Regarding finance, the Focal Point is responsible for creating
and maintaining the resource model for the printer support service,
planning and tracking the workload resources during the Operation Plan
quarterly, planning and track the Capex for printer refreshment / new
projects during the Plan and quarterly. Initiating corrective actions,
as well as reporting on availability rates, usage figures, targets).
- They are responsible for resolving customer hardware/software
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(Service Level agreement) and obtain a high
Customer Satisfaction rating. - Drives communication with clients, client representatives and
management, DCS/DSIS customer satisfaction to help achieve targets,
establishes and runs procedures to ensure client call back. They also
work with delivery team to reduce Out-of-Criteria tickets, as well as
drive Desk side Support Representatives to achieve attainment targets by
monitoring achievements and setting up corrective actions where
appropriate. - This role performs varying degrees of problem determination and
resolution of hardware and software problems through the effective use
of available technical resources, per contracted service level
agreements. They may also perform installs, move, add and change (IMAC)
activities, as well as data backup and restore on certain accounts, for
clients.
Preferred
- At least 3 years experience in to demonstrate strong analytical skills in identifying and resolving data IT issues
- At least 3 years experience in logical data models
Qualification and Experience
- Bachelor’s Degree
- At least 1 year experience in to demonstrate strong analytical skills in identifying and resolving data IT issues
- At least 1 year experience in logical data models
- English: Fluent
Requirements
- Excellent communication skills, oral, written and presentational
with broad experience and evidence of each. Ability to present complex
ideas to technical and non – technical audiences. - Ability to work effectively in a multi-cultural and language environment.
- Excellent communication skills, both verbal and written
- Determination and resilience when working with customers
- Strong multi-tasking skills with extremely meticulous approach to IT projects
- Strong team player and ability to work well with others.
How to Apply
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