SK10-37 Support Analyst - Service Desk & Deskside

Closing Date: October 01, 2010
Reference Number: SK10-37
Location: Regina, SK

ISM Canada, a wholly owned subsidiary of IBM Canada Ltd., and a member of IBM Global Services, is a leading player in bringing competitively priced, IT services to public and private sector organizations.  From traditional mainframe legacy systems operations to web-enabled applications that drive today’s successful organization, ISM Canada’s team delivers the IT reliability and excellence clients count on, backed by the global experience of IBM.

We are seeking Support Analysts to join a talented team of dedicated IT professionals. Support Analysts provide workstation support services, including telephone, in person support and troubleshooting, escalating support to more senior technicians as required.  Support Analysts will follow ISM Canada's or customers' procedures associated with problem management and change management and should have a good understanding of ITIL. They also can perform workstation rollout activities, including software installation and asset tracking functions; build, install, test, upgrade, move and support PCs, Laptops, PDAs and software. They will monitor, analyze and resolve problems with the use, operation or support of hardware and software; train and provide technical guidance to customers and other team members; and make recommendations to improve customer service. Support Analysts will develop an in-depth knowledge of use, operation and support of workstation hardware and software.

Candidates must have a recognized degree or diploma related to computer hardware/software or Business Administration, or an equivalent combination of education, experience, and training. Some knowledge of use, operation and support of hardware and software, and how to diagnose and remedy related problems is desirable, together with an in-depth knowledge of software products which may include: Windows XP and 2000, Antivirus products, SMS,  Lotus Notes and Microsoft Office Suites. Ideal candidates will be comfortable in a dynamic, deadline-oriented, client focused environment and enjoy serving customers and solving problems. Excellent teamwork and interpersonal skills, and customer service experience would also be considered an asset.

ISM Canada offers excellent compensation and benefits, coupled with superior working conditions, and great opportunities for skill development and advanced learning in IT-related fields.

If you are interested in joining one of Western Canada’s leading IT companies, please send a résumé to ISM Canada Human Resources, by email at hrismcan@ca.ibm.com or by regular mail at One Research Drive, Regina, Saskatchewan, S4S 7H1 by October 1, 2010.

Please refer to Competition SK10-37 when you apply for this position.

ISM Canada thanks all applicants for their interest, however, only those selected for an interview will be contacted.