ESR Support Analyst Review
by IBM
Rating
-
Skills
5.0
-
Responsibilities
5.0
-
Support & Guidance
4.5
-
Culture
4.5
-
Your Impressions
5.0
- 1. Please give an overview of your role and what this involves on a day-to-day basis.
- 2. Have you learnt any new skills, or developed your existing skills?
- How would you rate the training provided during your experience?
- How would you rate your development of industry-specific skills during the experience?
- How would you rate your development of personal / soft skills during the experience?
- Please rate how these skills have helped you in your career development
- 3. Were you given much responsibility during your placement / internship?
- Please rate how meaningful the work you were doing was
- 4. How much support and guidance did you receive during your placement / internship?
- How would you rate the support and guidance from your line manager?
- How would you rate the support and guidance from the wider team?
- 5. What was the company culture and general atmosphere like?
- How would you rate the inclusiveness of the culture?
- How would you rate the social opportunities?
- How would you rate the diversity initiatives?
- How would you rate the charity, sustainability and corporate social responsibility (CSR) initiatives?
- 6. To what extent did you enjoy your placement / internship?
- Please rate your level of enjoyment on your placement / internship
- Please rate how your experience met your expectations
- Please rate the future employment prospects at IBM
- 7. Would you recommend IBM to a friend?
- 8. What advice would you give to others applying to IBM
Overview
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.
Skills
Yes
Responsibilities
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.
Support & Guidance
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.
Culture
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.
Your Impressions
I had a tremendous experience at IBM. The experience I have gained is invaluable and I am grateful to have had the opportunity.
Yes
I would advise people to be themselves and express themselves when applying. Make sure you do your research when applying,
Details
Placement (10 Months+)
Management Consulting
West Midlands
September 2022
