Job Responsibilities
As a Technical Support Analyst my job responsibilities include
providing first level support two of the largest accounts in the
IBM Global Services portfolio. First level support is provided
for desktops and applications, mainframe applications and
general administrative functions, such as account maintenance.
Also must manage incoming calls, log the problem and ensure the
issues are entered into the system. We use Tivoli Service
manager for experience with this tool would be an asset. Must
make sure that issues that cannot be resolved at the frist level
are properly escalated and any potential or outstanding issues
arising from service calls are transfered to other support
groups as appropriate. We also provide hardware and software
configuration setup and deployment services for the users in
these accounts. We must manage and be accountable for all calls
that have been logged until they are completed and ensure
constant communication is maintained with internal and external
clients.
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Job Requirements
Internal training on the various accounts is provided by an IBM
Training Coordinator. At least 3 weeks of classroom training is
provided - depending on the account that you are supporting -
and then another 2 weeks of job shadowing. Information on the
account is provided along with the various business units of
those accounts. IBM Global Services provides supports for these
accounts that would rather leverage the technological leadership
of IBM to support their systems which allows them to concentrate
on their core businesses.
These classes train the analyst to be able to take calls from
customers in these accounts efficiently. Processes are put in
place that if followed will result in successful support being
provided. The Knowledge Base is extremely detailed and
extensive on the various accounts.
Having an IT background is required but it is also beneficial to
have excellent communication and people skills - including
listening, troubleshooting, and empathy. Knowing how to talk to
people so that you are not talking down or being condescending
is a plus.
Personally have a MCSE, CCNA and A+, plus a certificate in
Technical Support/ Helpdesk.
Also must learn to use IBM tools such as Tivoli and Lotus
Notes. Lotus Databases.
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Uppers
Get satisfaction in knowing that you are helping people that need to get their
job done but who do not have the technical knowledge to troubleshoot/ resolve
issues they may experience. Also get to speak to and work with people from all
over the world. Feedback on your performance and progress is provided weekly and
sumarized monthly which allows you to monitor your own progress and identify
areas in your performance that needs improvement.
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Downers
Tied to your desk since you have to take incoming calls. The
hours are 24x7x365 which means that you may get shifts that are
not acceptable to you but you must work since you agreed to be
available for them.
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Lifestyle
Work hours vary. The Global Services CSC supports it's accounts on a 24x7x365
schedule. Shifts are assigned based on a lottery point system. Every analyst is
allowed to bid on available shifts - which are optimized to provide the most
coverage for the account. Depending on the bid you receive you will receive a
number of points. The lower your pick the more points you get. That is if you
received your 28th out of 30th pick you would receive more shift points than
someone who received their first pick. This would allow you to move up the shift
bid list for the next month.
There is no business travel as a technical services analyst.
Many agents can work from home. In fact, about 65% of the workforce works from
home.
There are some social events in the office on special occasions. In the summer
there is usually a barbeque.
Dress code is business casual during business hours 7AM to 7PM. Casual clothes
can be worn after hours and on weekends.
The workforce is very diverse with people coming from many backgrounds.
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Compensation
Compensation is hourly. Typically agents start at $17.50 CDN,
however this can vary based on your experience. I started at
approximately $20/hr CDN. Many agents are hired on a contract
basis through an employment agency. Some agents - such as
myself - are hired on a contract basis directly with IBM.
Agents hired directly with IBM are called Supplemental agents.
They typically start at $18.50/hr CDN.
Each year performace evaluations are conducted and raises are
given. Typical raises are approximately $1/hr CDN.
Contracts are typically for 2 year periods with the company
having an option to extend it for a year.
IBM employees and IBM supplemental employees can participate in
employee stock purchase plans that allow you to purchase stock
at 15% discount.
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Advice to Jobseekers
Helpdesk/ Call centre/ technical support positions will always
be in need. It is a great stepping stone into other positions
in Technology industry. It also teaches you to have patience
and improves your communication and customer relation skills
which can become very beneficial if you move into a management/
supervisory role. Learn as much as you can from the position.
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