Description
Title: System Services Representative
Location: Minneapolis, MN (55404)
Duration: 18 months (ongoing contract)
System Services Representative Journeyman- DSJ
3-5 years in a technical discipline. Vendor personnel to perform client personal computer builds and configurations plus customer assistance with problem source identification and problem resolution using remote control tools. Currently Bomgar is the remote support tool. Familiar with dedicated support groups who will assist with issues in LAN Admin, Networking, Messaging & Collaboration, Access Management and Identity, etc. Build and configure client personal computers. Provide desk side support to Remote Customer Clients for PC hardware and software. Platform is WIN XP and WIN 7. Direct ownership of problem resolution. Analyze and resolve most customer problems at first contact. Follow up calls to customer to assure incident closure. Update and close call records for work being performed. Utilize standard IBM Global Services processes and escalation procedures as documented. Familiar with ManageNow and SeviceNow Problem Management tools. Demonstrated ability to work independently. Perform special assignments, with limited assistance. Excellent command of customer service techniques. Possesses oral and written communications skills. Demonstrate tact and sensitivity when working with clients projecting a positive image of IBM. Strong interpersonal skills. Perform root cause analysis and implement preventive procedures. May need to communicate and work with other IBM vendors and suppliers. Must be able to work in a team environment but still perform independently. Responsive to work schedules and project schedules. Advanced knowledge of PC hardware and operating systems software (Win XP/Win7), including PDA/BlackBerry SmartPhones; TCP/IP; NetBIOS; Office ; E-mail tools; Web Browser tools and Web technology; multivendor environments; Lotus Notes and Outlook.
Qualified candidates can send their Resume.