applicants

Service Desk Agent, ISM Canada (Lower Mainland)
________________________________________

Reference Number: BC11:06AUX

Service Desk Agent (Auxiliary), Pay Range 18
Service Desk, Lower Mainland, BC
BCGEU positions

ISM Canada, a wholly owned subsidiary of IBM Canada Ltd., and a member of IBM Global Services, is a leading player in bringing competitively priced, IT services to public and private sector organizations. From traditional mainframe legacy systems operations to web-enabled applications that drive today’s successful organization, ISM Canada’s team delivers the IT reliability and excellence clients count on, backed by the global experience of IBM.

Responsibilities: Reporting to the Service Desk Supervisor, this position functions in a high volume environment with diverse and high impact problems. Service Desk services are delivered 24 X 7 from a team located predominantly in the Lower Mainland. The Service Desk Agent’s purpose is to assist the Service Desk in achieving the service levels for its accounts. Please note that this position may be required to work day, afternoon, night or weekend shifts.

If you are interested in these auxiliary positions, please review the job description below. You may submit your resume, quoting competition number BC11:06AUX, by email (ggill@ca.ibm.com) to this posting. There is no closing date for this competition until these temporary positions are filled.

ISM Canada thanks all applicants for their interest, however, for non-ISM Canada applicants, only those selected for an interview will be contacted.

JOB DESCRIPTION — SERVICE DESK AGENT – AUXILIARY

PURPOSE OF POSITION
The Service Desk Agent provides first tier problem diagnosis and response to calls from a variety of clients. The position, reporting to the Service Desk Supervisor, functions in a high volume environment with diverse and high impact problems. Service Desk services are delivered 24 X 7. The position is responsible for meeting contractual service level requirements and service level objectives.
ACCOUNTABILITIES
• Identifies, analyzes, documents, obtains details, and resolves technical and non technical problems from clients via phone, email, and automated tickets.
• Uses a systematic problem solving process to diagnose problems and resolve.
• Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems.
• Logs calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution.
• Consistently produces high quality incident and call tickets.
• Assigns appropriately to other support groups incidents that cannot be resolved at the service desk.
• Authors and reviews technical documentation for ISM knowledge base (CKM).
• Acts as a subject matter expert or focal point for specific service areas.
• Reviews and analyses customer surveys and follows up as appropriate.
• Keeps Supervisor and Team Lead informed of high priority issues and problems.
• Depending upon operational requirements, assists other units including:
• capturing and recording asset and peripheral data; updating the configuration management database;
• scheduling of IMAC’s within contract Service Levels; tracking and monitoring IMAC activity;
• creating, modifying and deleting IDs, adhering to specified approval processes; creating and deleting email ac-counts, addresses and calendars.

• You may submit your resume, quoting competition number BC11:06AUX, by email (ggill@ca.ibm.com) to this posting.

NOTE: Resumes will only be considered for the Service Desk position and will NOT be forwarded to other departments.