Your Role and Responsibilities

IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries. Bottom line? We outthink ordinary. Discover what you can do at IBM. The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies. 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 Analyst's. In addition, the Senior Service Desk Analyst displays a higher skillset & is assigned additional project responsibilities.

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 you're 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

IBM's 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.

tUS Citizenship required. 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.

Required Technical and Professional Expertise

• High School Diploma/GED
• At least 1 year of experience as a help desk analyst
• At least 1 year of 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 of experience in customer service with the ability to work in a metrics driven environment.
• At least 1 year of experience in PC usage and typical end user problems.
• Some college experience would also be preferable.

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.