- Role: Desktop Team
- Location: Pune( Mulshi )
- Company: IBM
- Salary: ₹ 1-3.75 Lacs P.A.
- Qualifications: Any Graduate
- Experience: 1 – 5 years
- Employment Type: Full Time
About IBM:
IBM, or International Business Machines Corporation, is an international generation and consulting commercial enterprise organization located in Armonk, New York. Founded in 1911, IBM is a pacesetter in innovation, identified for its pioneering work in artificial intelligence (AI), cloud computing, quantum computing, and business enterprise answers. The organization provides a huge variety of services and products, inclusive of hardware, software program programs, and IT services, and serves customers in various industries globally.
IBM’s giant contributions consist of growing the non-public computer, advancing AI with its Watson platform, and main in hybrid cloud solutions. With a robust emphasis on studies and development, IBM holds greater U.S. Patents than every other business agency. The employer is dedicated to moral practices, sustainability, and social obligation, specializing in using technological improvements that benefit society. IBM continues to convert organizations and industries, leveraging the modern-day era to clear up complex challenges.
Job Description: Desktop Team
The Desktop Team Member at IBM is responsible for presenting technical help to stop-users, ensuring the easy operation of desktops, laptops, and associated peripherals. The role includes troubleshooting hardware and software troubles, coping with IT belongings, and turning in amazing customer support in fast-paced surroundings.
Desktop Team Key Responsibilities:
The position of Desktop Team Lead calls for handling a crew Responsible for IT help and service desk skills. Key responsibilities consist of:
1. Helpdesk Support:
- Handling IT helpdesk queries and resolving technical problems.
- Providing first-level aid and far-off help to known mistakes.
- Escalating unresolved issues to the following diploma of help.
2. Team Management:
- Leading a team of 12 call and e-mail coordinators.
- Assigning instances to group people and ensuring nicely timed selection.
- Monitoring provider requests and making sure they’re assigned efficaciously and resolved interior SLA (Service Level Agreement).
3. Technical Support & Coordination:
- Dispatching onsite aid engineers with proper diagnostic statistics.
- Coordinating with the vital IT department to address personal problems.
- Providing workarounds for technical troubles to lower challenge interruptions for customers.
- Managing IT belongings and tracking their movement.
4 . Service Request Management:
- Logging and coping with provider requests in a portal.
- Closing carrier calls after confirming decisions with onsite engineers and customers.
5. Problem Management:
- Monitoring everyday technical troubles and transferring them for everlasting resolution underneath hassle management.
- Conducting Root Cause Analysis (RCA) for escalated troubles.
6. Communication:
- Serving as the focal point for disseminating data between group leaders and different stakeholders.
- Maintaining clean and powerful verbal exchanges to make certain smooth operations and client delight.
Required Skills:
- End-User Support: Ability to offer technical assistance to quit clients, resolving their IT-associated problems successfully.
- Team Leadership: Experience in handling an issuer desk team, dealing with escalations, and ensuring the group’s normal overall performance meets organizational requirements.
- Technical Expertise: Proficiency in IT manual gear and far-flung assistance, alongside side a sturdy understanding of IT asset control and trouble-fixing skills.
- Service Desk Management: Experience in handling provider table operations, which includes ticketing structures and SLA control.
- Communication Skills: Strong communique talents, both for coping with the group and for interacting with clients and different departments.
Experience & Additional Skills:
- Experience: At least three years in a comparable characteristic, particularly in IT help or provider table management.
- Leadership: Demonstrated sturdy management traits to successfully manipulate and inspire a set.
- Technical Expertise: Proficient in IT assist equipment and technology, with the ability to provide effective forestall-person manual and far-flung help.
- Service Desk Management: Experience in handling provider desk operations, together with ticketing systems, SLA manipulation, and provider request managing.
- IT Asset Management: Skilled in dealing with IT property, along with tracking and motion of gadgets.
- Problem Management: Ability to reveal and control routine technical problems, shifting them underneath trouble control for everlasting decision.
- Communication Skills: Strong communication talents to ensure clear interaction with organization participants, surrender customers, and distinctive stakeholders.
- Escalation Management: Experience in dealing with escalations and undertaking Root Cause Analysis (RCA) for unresolved problems.
- Team Coordination: Proven capability in foremost a collection of coordinators, assigning duties, and making sure of well-timed resolution of troubles.
- Customer Service: Commitment to handing over an excessive desire for customer service in all interactions and carrier requests.
Education:
Education: Bachelor’s diploma in Computer Science, Information Technology, or a related vicinity.
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