Join a dynamic and growing Managed IT Services company committed to supporting small to midsized firms in maintaining efficient business operations through technology solutions. Be part of a team that thrives on tackling diverse and challenging issues daily, all while enjoying a flexible work environment that values personal and professional success. We offer a competitive benefits package to recognize your dedication and contributions to the role.
Primary Responsibilities:
Service Request Management and Resource Coordination:
- Serve as the central point of contact for all service requests, ensuring timely and efficient resolution.
- Manage incoming client requests via email, manual entry, or direct input, and prioritize them for dispatch.
- Coordinate with internal and field resources to optimize utilization and deployment.
- Schedule and allocate resources using professional services automation systems.
- Monitor resource schedules to ensure timely response and accurate time tracking.
Additional Duties:
- Enhance customer service experience and satisfaction, maintaining a rapid turnaround for customer requests.
- Collaborate effectively within a team environment, driving improved productivity and resource utilization.
- Escalate service requests exceeding agreed service levels and provide management with reports on resource utilization and service request completion.
- Ensure accurate and timely entry of time and expenses, completing assigned training to enhance process understanding.
Required Skills and Qualifications:
- Strong grasp of verbal and written English communication
- General administrative skills
- Project management experience (bonus)
- Ability to multitask and adapt quickly to changes, with technical awareness to match resources with technical issues effectively.
- Familiarity with the organization’s key services and support tools, coupled with typing proficiency for quick and accurate data entry.
Educational and Experience Requirements:
- Minimum of 2 years of IT or customer service experience
- Bachelor's Degree in Computer Science or a related field