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The IBM service desk is the first point of contact for commercial customers across Europe. Most of the service desk is an in-bound call centre, which means we only speak to our consumers when they choose to contact us. Customers contact us in three ways with their IT problems; by phone, email and web tickets. For example, software installations, printer problems, network issues and password resets. There are 2nd level support and resolver teams that deal with more complex technical issues.
- Customer contact - you will be expected to answer calls, mail & web tickets in your native language, you would typically handle between 50-80 issues per day
- Documentation - you are expected to document information in ticketing systems and provide the customer with information and updates.
- Quality - you are asked to follow quality guidelines to ensure customer service is delivered at a standard that matches the quality of IBM's brand.
- Problem Determination - you will have access to knowledge databases and various tools to determine the source of problem your are faced with. You will troubleshoot through remote takeover or by guiding the customer through their issue.
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