IBM Ghana Jobs 2016

Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. As we tackle the world’s biggest challenges, our company continues to grow, we’re looking for talented professionals to join us in this new era.

Job Description

Job Title: Deskside Support Representative

This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. They are responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. As the main interface to the client, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Strong client communication and business skills are therefore needed since direct client interaction is often required. Accordingly, they have a direct impact on client satisfaction, and therefore, need to understand their account/site environment. Responsibilities include: Resolve client hardware/software PC problem tickets. A technical knowledge of the supported platform is required as well as a working knowledge of the hardware. Resolve tickets within the client SLA and obtain a high client Satisfaction Rating. Good communication skills are required.

Primary job category

Technical Services

Secondary Job Category

Other Technical Services

Role ( Job Role )

Deskside Support Representative

Employment Type

Full-Time

Contract type

Regular

Remote work possible?

Yes

Required Technical and Professional Expertise

Experienced in Client Support

Preferred Technical and Professional Experience

Preffered in Client Support

Eligibility Requirements

Expert in technical support

Required Education

Associate’s Degree/College Diploma

Preferred Education

Bachelor’s Degree

Travel Required

No Travel

IBM Business Group

GTS

Is this role a commissionable/sales incentive based position?

No

Country

Ghana

State / Province

GREATER ACCRA

City / Township / Village

ACCRA

EO Statement

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.

Qualifications

Experienced in Client Support

Additional Information

Domestic Delivery