15 days old

Sr Service Desk Analyst

Keyser, WV 26726
  • Job Code

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
We are hiring Senior Service Desk Analysts to work in a call center environment. Analysts will be responsible for resolving any incoming telephone, email or self-submit requests for assistance, documenting the incident information, diagnosing, and resolving the customer incident remotely. This position will facilitate the optimum function of the help desk by providing the most efficient customer service to its users and will demonstrate a high level of knowledge and understanding of project specific procedures. The Senior Service Desk Analyst serves as an escalation point for less experienced Service Desk Analysts. In addition, the Senior Service Desk Analyst displays a higher skillset and is assigned additional project responsibilities.

Required Technical and Professional Expertise
  • High School Diploma/GED
  • At least 1 year of experience as a help desk analyst
  • At least 1 year experience in customer service with the ability to work in a metrics driven environment
  • Good grammar and English communications skills (written and verbal)
  • Ability to obtain and maintain MBI clearance
  • US Citizenship required English fluent

Preferred Technical and Professional Expertise
  • Post-secondary degree At least 2 years of experience as a help desk analyst
  • At least 2 years experience in customer service with the ability to work in a metrics driven environment.
  • At least 1 year experience in PC usage and typical end user problems. Some college experience would also be preferable.
  • Security clearance of Moderate Background Investigation

About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-10-02 Expires: 2019-11-01

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Sr Service Desk Analyst

Keyser, WV 26726

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