IBM Helpdesk Analyst in DALLAS, Texas

Job descriptionWe are looking for an analyst with experience in all facets of help desk support. The Help Desk team is integral to our daily operations and ensures our employees have the tools they need to assist our customers.If you are a Help Desk Analyst who seeks responsibility, thrives when empowered, and understands the importance of personal accountability, then we would like to talk with you. As a member of the SoftLayer team, the candidate will have the opportunity to directly impact the continued success of the company. We strive to make SoftLayer a place where you want to be – a place where you’re proud to work and where you are motivated to produce the best results possible.Responsibilities: The Help Desk Analyst is responsible for overall daily operations of the Help Desk function including:· Delivery, problem escalation/resolution processes and performance monitoring· Ensuring timely resolutions on reported issues and services by evaluating, tracking, escalating, managing, and ensuring timely closure of all requests/problems reported to the support centerEmployee Interaction· Interacts with help Desk Manager and staff to ensure all appropriate help desk internal customer levels are maintained for the end usersPolicy and Procedures· Maintains confidentiality of workplace information according to policies and procedures· Operates within the guidelines established policies and proceduresInternal· Interact with employees, Department Managers and Executives to meet the help desk, applications, and customer service requirementsPhysical· Requires general mobility and lifting up to 50lbs as well as extended periods of standing, sitting, walking, bending, reaching, lifting and possibly crawling under, behind and above equipment· Travel is required between Data Centers on a regular basisRequired Skills: · Demonstrated knowledge of Microsoft Windows Operating systems· Demonstrated knowledge of Apple MacBook’s and iMac· Demonstrated of Microsoft Office Products· Experience maintaining and configuring Intel processor computer systems· Proven experience in IT/help Desk· Demonstrated understanding of project management principles· Demonstrated ability to apply IT in solving business problems· Ability to set and manage priorities judiciously· Demonstrated written and oral communication skills· Demonstrated interpersonal/customer services skills· Ability to present ideas in business-friendly and user-friendly language· Self-motivated and directed· Keen attention to detail· Demonstrated analytical, evaluative, and problem-solving abilities· Ability to work in a collaborative environment· Demonstrated understanding of computer systems features, and integration capabilities· Experience in supporting cell phones&SLPLAN2&SFT16rterbpna


  • High School Diploma/GED

  • Basic knowledge in IT/Help Desk

  • Basic knowledge in Apple MacBook’s, iMac, and Microsoft Windows Operating systems

  • English: Fluent