IBM jobs - Service Desk Specialist

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. To lead in this new era of technology and solve some of the world's most challenging problems.

Your Role and Responsibilities
As Service Desk Specialist, you are responsible to provide technical support with high degree of Customer Happiness by meeting Service Level Agreements (SLA) and process compliance. You will perform business impact analysis and risk assessments to reduce the likelihood of significant service outage or disasters.

If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here. Responsibilities

• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Timely submission of weekly/monthly productivity reports & Dashboards and have discussions with clients.
• Responsible for meeting targets of KPIs and SLAs.
• Ensure 100% compliance to defined Operations Management support process especially Root Cause Analysis, if not escalate to next level admins. Proactive communication with the customer, Closure of any open-ended issues Identify defect areas and proactively carry out corrective actions.
• Client communications over mails and calls for on-call support (24/7),Providing a point of escalation for user issues.
• Demonstrating and increasing the value proposition of the incident management team and IT operations.
• Taking care of Raising/Handling Incidents (IMR),Service requests and arranging and being part of the CAB meetings.
• Creating, managing, troubleshooting, and Scheduling the tasks, batch jobs, DTSx (Data Transformation services),and SSIS packages in DB.
• Involving in Granting and revoking the access for the User level or Group level in different environments.
  
  

Required Technical and Professional Expertise

• Minimum 2+ years of experience in IT-enabled services or IT Service Desk Analyst role
• Proven experience in handle incoming queries and help requests from end users, either via email or over the phone.
• Experience in monitoring service delivery channels and collecting performance data
• Proficiency in assisting with the specification, development, research and evaluation of services standards.
  
  

Preferred Technical And Professional Expertise

• Proficient in working with high availability environment along with alignment to process (ITIL)
• Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
• Intuitive individual with an ability to manage change and proven time management
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
• Up-to-date technical knowledge by attending educational workshops, reviewing publications
  
  

About Business Unit

At Global Technology Services (GTS),we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM
What matters to you when you’re looking for your next career challenge? Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.