Hi,
I'm glad to inform that there's an excellent opening with IBM forIT Help Desk Services. Plz mail me your updated resume with the following details gvn below.
CTC:
E CTC:
Notice Period:
Qualification (Grad + PG):
Name of the institution (Grad + PG):
Grade or Percentage or Class (Grad + PG):
Year and month of Passing (Grad + PG):
regards,
Karthik
Skillstor Resources
Mob: 919886333770
E-mail: karthik@skillstor.com
Job Description:
Providing Voice & E-Mail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America, Cananda, EMEA & AP.
Qualifications Must:
Bachelor Degree in any stream (e.g. B.A. / B.SC. / B.E. / B.C.A. / M.C.A. etc) and / or 2 years in a technical discipline, which relates to the IT duties assigned.
Desired Experience: Min 6 months of relevant experience in the mentioned skill areas • Awareness of basic networking concepts and technologies. • Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN • Understanding of operating systems, Windows 2000/NT/XP – configuration options and Troubleshooting • Browser Support - Internet Explorer *, • 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. • Has technical experience and skills in the areas of problem determination, creativity and analysis. • Receives incoming calls from customers and creates incident record or updates existing record. • Very strong computer skills required to be the initial call handling person who will perform problem cause analysis, resolve routine customer problems and/or more complex problems, and resolve routing and customer problems all within set criteria. • Ability to meet a set of defined account agent productivity measurements. • Be able to identify opportunity for, and implement process improvements. • Customer Service Skills • Communications – verbal and written • Neutral accent • Advanced soft skills and call control as appropriate for an internal corporate IT helpdesk. • Possesses strong customer service skills with ability to balance technical support, written / oral communication and customer satisfaction. • Questioning skills- probing skills, as relevant to the issue and level of the caller
Desired Skills:
• Lotus Notes,Lotus Smartsuite applications, • Microsoft Tool Suite, Networking • Host Mainframe Support - MVS, VM, VSE , • Hardware Support - Printers/Laptops, etc., • Norton Anti-Virus , • Symantec Desktop Firewall Basic understanding • Understanding of broadband and dial up connectivity issues. • Basic wireless networking • Certifications ( If BA or BCOM ) - Computing Fundamentals (user level familiarity with Operating Systems, understanding of internet technologies, application software and hardware fundamentals) - MS Office or any other application software package that includes word processing, spreadsheets, database and presentation software - A+/CCNA candidates NOT PREFERRED, as helpdesk does not require vendor certified level of expertise
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