Job description:

There are two workstreams: Base Services and On Boarding / Off Boarding Support.
Base Services

Acts as a 7x24x365 single point of contact for your global end-user Incidents and Requests
Provides on-demand remote phone, email, chat support
Common support activities for business productivity software such as, Microsoft Office Suite, Active Directory, File Share support, Okta, etc.
Application Support Custom business applications supported where standard operating procedures can be defined
VIP Support
o Profile of all VIP and Special Handling (i.e. C-Level, EAs, remote teams)
80% IBM s Resolution Rate target
Utilize Realtime Analytic Dashboards to improve response times to burst issues resulting in more productivity for end users
Develop and maintain Runbooks and Standard Operating Procedures throughout the life of the engagement
Provide monthly standard metrics reporting and perform Quarterly Business Reviews
Perform quality calibrations aligning to customers quality standards
Work closely to partner with L2/3 teams to eliminate escalations, improve resolution, and reduce ticket volume
Onboarding/ offboarding support

IBM / Supplier will provide 24x7x365 coverage with a guaranteed 3-day turnaround on all on-boards
Perform the Terminations process with audit requirements in mind ensure there are specific rules in place to immediately process required steps once ticket hits IBM s queue
Documentation secured and only accessible by members of On/Off-boarding team. Quality Control is in place to ensure high level of accuracy and compliance
High level of expertise in variety of systems and applications including AD, Exchange Management Console, O365, WebEx, Okta, Oracle, Avaya, Google Workspace and others
Expertise in improving and streamlining your On/Off-boarding processes
Remotely coordinate device ordering, and distribution/collection of devices following existing process
Work with IT team to ensure user profiles are created/updated and devices are authenticated to the network
Coordinate with IT to ensure systems are operational and peripheral device's function
Provide monthly standard metrics and reporting


Communication Channels with IBM / Client ticket
Users can call in, which means the resource needs good verbal skills. When email responses are necessary and tickets created with responses then good grammar is required. Voice mail points to the use of systems needed in place for this and the other items follow the same concept.
Phone
o IBM provides a toll free or local telephone number that end users can dial directly or reach by forward from a Customer switch
Email
o IBM will accept email requests which automatically opens a ticket in IBM s ticketing system
Voicemail
o End User going to voicemail after a designated hold time defined by the Customer or has the option to leave a voicemail at any time during the hold time. All voicemails are forwarded to the next available agent similar to the next phone call
Web Portal
o Tickets placed through a self-service portal
Chat
o Available through inContact, IBM s cloud-based contact center platform. For an Integrated Tool solution, the Chat contact method is dependent on Customer s Tool capabilities, however, Customer s could use IBM s chat regardless if an integration exists or not
Callback
o End User can request a callback which schedules a work item for the agent to call the end user back within a specified window

Client ITSM Integration
Integrate with client ITSM systems such as ServiceNow, SalesForce, ManageEngine, Jira, FreshService, etc..

Quality Assurance Programs
IBM is relentless when it comes to customer satisfaction and quality, we expect you as the Supplier to adhere to the same.
Case Review by IBM (10%