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IBM CANADA
STUDENT: Customer Service Centre Analyst - Part Time Help Desk
Job Type: Part Time
Location: Toronto, ON; Montreal, QC; Edmonton, AB
Job Category: Call Centre, Computers-Support Services, Customer Service
Industry: Information Technology
Company URL: IBM
Year(s) of Experience: 2
Number Of Positions: 50
Date Posted: Apr 14, 2003
If you are a CURRENT STUDENT enrolled in a University/College Information Technology, Computer Science/Engineering degree/program, this opportunity may interest you. As a STUDENT: Customer Service Centre Analyst, you will be responsible for providing world class telephone-based, technical support. Your primary objectives will be problem ownership and resolution, combined with excellent customer satisfaction and service level attainment.
This position involves answering how-to questions and general inquiries. This includes problem resolution with various Operating Systems, shrinkwrap and customized/client applications, network issues, PC’s, printers and other hardware devices. You will interact with technical support groups, vendors, and the client to manage problems not resolved on first contact.
Responsibilities include logging all calls in the appropriate call logging tool, adhering to strict process and IBM security guidelines, providing input for on-going productivity improvements, contributing to knowledge management, working on various projects, assuming ownership of various roles within the team, and being accountable for team targets and measurements.
We are looking for individuals who work effectively in a dynamic, fast-paced, team environment and adapt quickly to change.
QUALIFICATIONS:
- Trouble shooting and problem determination skills
- Superior communication and customer service skills
- Ability to work in high pressure, dynamic environment
- Hard working, self-starter
- Willing to work shifts on a 7/24 schedule
- Previous Help Desk/Call Centre experience preferred
- Knowledge of all MS OS’s: NT, 2000, 98, XP
- Knowledge of MS Office Suites
- Knowledge of e-mail systems: Lotus Notes, Open Mail, Outlook
- Knowledge of Mainframe - VM/MVS
- Understanding of TCP/IP, HTML, LAN/WAN
When applying, you will be asked to respond to a series of questions.
Visit our website IBM to apply directly for this opportunity.
This opportunity is geared towards current students looking for part-time employment; who are enrolled in a 2 to 4 year Technical College Diploma/Program or a 3 to 4 year Bachelors of Computer Science/Engineering degree/program.