Introduction

Service Desk Level 1 offers support to the clients and client resolution teams and act as a single point of contact.

The Internship program is for a determined period of 3 months- full time. The candidate can be offered the option of a permanent position in IBM

Your role and responsibilities

• Open and assign incidents/service requests as per internal process/procedures received from different sources: phone, email, ticketing tools;

• Process user and access management requests;

• Communicate, follow up and manage centralize distribution lists via Email Exchange Console;

• Send mass mails and notifications emails to customer for the maintenance window or unavailability of the applications and platforms in scope;

• Publishing documentation on different sites;

• Driving surveys;

• Collaboration and communication with other client stakeholders and project teams to prioritize and ensure incident and service requests resolution.

Required technical and professional expertise

• Advanced English skills, advanced French skills

• Logical thinking and problem solving abilities;

• Teamwork, good communication skills (both written and spoken);

• Final year Student or Fresh Graduate

Preferred technical and professional experience

• Graduate of an IT Faculty;

• German or French skills represent a stong advantage;

• Some customer service/ support desk experience;

• Technical skills: basic knowledge of Unix and Windows, basic database knowledge;

• ITIL knowledge.