Helpdesk Analyst

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

As a Technical Support Representative for End User Services, you will address technical issues faced by end-users, including those related to PC operating systems, applications, network, servers, and peripherals.

You will utilize online helpdesk systems, live telephone calls, and remote support tools to diagnose and resolve incidents.

Your primary responsibilities will include

• Resolve Client Incidents: Perform resolution and tracking of client end-user incidents, ensuring compliance with IT Service Desk procedures. This includes diagnosing and resolving technical issues via online helpdesk systems, live telephone calls, and remote support tools.
• Security Administration: Perform security administration functions for user access, data access, and remote access, maintaining the security and integrity of the system.
• Incident Documentation: Document all incidents, outages, status, and resolutions in the problem management tool, providing timely and professional notifications regarding incidents impacting the user community.
• Utilize IT Resources: Proactively utilize IT resources to stay current with technology and improve incident resolution efficiency.
• Provide Notifications: Issue timely and professional notifications regarding incidents impacting the user community, keeping them informed of incident status and resolution. The earliest start date for this Help Desk Analyst career opportunity will be Nov 2026.
• Exposure to IT Helpdesk Systems: Familiarity with utilizing online helpdesk systems to diagnose and resolve technical issues.
• Basic Understanding of PC Operating Systems: Knowledge of PC operating systems, including troubleshooting and resolving common issues.
• Experience Working with Remote Support Tools: Exposure to remote support tools used to diagnose and resolve technical issues.
• Data Access Administration: Familiarity with performing security administration functions for user access, data access, and remote access.
• Incident Tracking and Documentation: Experience with documenting incidents, outages, status, and resolutions in a problem management tool.
• Familiarity with IT Resources: Exposure to utilizing IT resources to stay current with technology and improve incident resolution efficiency.
• Knowledge of Network Fundamentals: Basic understanding of network concepts, including troubleshooting and resolving common issues.
• Exposure to Server Administration: Familiarity with server administration functions, including security and access management. United States Infrastructure & Technology Hybrid Professional Rocket Center, US (0147) International Business Machines Corporation