Job Description

Job Role : End User Support - Service Desk Delivery (SDD)

Providing Voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA & AP. The job will require you to handle inbound calls / emails / chats regarding technical issues for end users.
  • Remote Infrastructure support delivery
  • Perform problem cause analysis
  • Resolve routine customer problem
  • Ability to Identify Opportunity & Implement Process Improvements
  • Has technical experience and skills in the areas of problem determination, creativity and analysis.
  • Ability to meet a set of defined account agent productivity measurements.
Mandatory Skills

  • Understanding of operating systems, Windows 2000/NT/XP configuration options and troubleshooting
  • Browser Support - Internet Explorer
  • Strong computer skills required
  • Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN
  • Excellent oral and written communication skills.
  • Excellent customer service orientation
  • Neutral accent

Desired Skills

  • 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.
  • Awareness of basic networking concepts and technologies.
  • Questioning skills /probing skills, as relevant to the issue and level of the caller

Eligibility Criterion



Job Location

Bachelor's Degree/ Diploma (2011, 2012 & 2013 passouts only )
-Fluency In Communications Skills (both spoken and written)/ soft skills

Hyderabad & Bangalore

Additional Information

Working in shifts is a mandate. Candidates applying and selected for the job will be expected to work in shifts - including evening and night shifts. Shifts will 24x7 in nature and can vary depending on geographies supported.


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