[GM0]

Hope some people will get it soon:

Industry / Business Sector: Non-Industry Specific
Primary Global Role Family-Discipline: Technical Services-Customer Support
Primary Global Role Title: Help Desk/Customer Support Representative
Internet Newsgroup(s): can.jobs
Type of Position: 1: Regular
Expiration Date: 25-Aug-2002
Email Alias Used for 1st Source Resume Databank: hrcanada@csc.com


Essential Functions: Candidate must have 5 to 7 years hands-on experience and background supporting Windows 95, NT, DOS, Novell 4.x, UNIX, and Macintosh desktop systems in Ethernet and token ring network environments. The candidate must possess the knowledge to support a variety of PC and Macintosh applications software programs which typically include: Microsoft Office products, Windows, Netscape, Extra!, cc:Mail, Notes, Exchange, and other network applications. The candidate should possess working knowledge of mainframe IBM systems and tools which typically include Netview, TSO, CMS, and CICS. Candidate must also be familiar with remote takeover products, and auto-discovery resolution.

Essential Knowledge: Must be knowledgeable about Production Operations and technical support environment, issues related to providing support, metrics associated with these services, and have a high degree of technical knowledge.

Essential Education: 5 to 7 years customer support experience, 10 years overall computer industry experience. B.S. in Computer Science, or equivalent. Certification an added plus.

Essential Skills: The candidate must be highly capable of responding to and resolving a broad range of customer requests for problem resolution and service requests in a timely manner. As a result, the candidate must be able to independently analyze customer requirements/system alerts, and develop appropriate solutions to meet expected service levels. Technical knowledge coupled with effective oral communication skills are a must.

Organizational "Fit" Considerations: The candidate must have excellent interpersonal skills and exercise a high degree of flexibility. The individual must be organized and capable of working in a team-oriented environment. In addition, the individual should possess a strong customer service attitude and the ability to provide support for CSC service offerings.