ESR Support Analyst Review

As a Junior Support Analyst my role is to support the ESR service and all its modules. This involves triaging, distributing, and managing customer support requests whilst working to avoid customer escalations and providing work-arounds to issues experienced by the ESR user base. I also gather statistics, metrics and ensure the team are achieving their SLAs and not failing KPIs by running various SQL statements and producing management reports. At times, the ESR account can be unpredictable thus I also assist senior team members to carry out major, scheduled activity such as organisations merges and movements, interface extracts and any other ad hoc activity and support in the resolution of major incidents by co-ordinating deployment, fix and customer communication activities.

Yes, as a key member of the team I was given tasks with high responsibility such as deploying work orders into the live environment. Furthermore, my reporting tasks were pivotal in ensuring the account doesn't breach its SLAs and face large financial penalties.

Yes

I had a task manager who guided me and helped me on my day to day jobs within the ESR Account. I also had a foundation manager who was my first point of call with the IBM side of things.

IBM are a very inclusive company and I couldn't be any more proud to work for them. They value each person as their own and are tremendously supportive.

I had a tremendous experience at IBM. The experience I have gained is invaluable and I am grateful to have had the opportunity.

Yes