The Offer- Work within a company with a solid track record of success- Great work environment- Flexible working optionsThe JobYou Responsibilities will include :- Act as the single point of contact to the customer for all types of service requests- Coordination of all IT support groups to ensure maximum utilization of resources- Pre-process service requests as they arrive through email, manual entry, or direct customer input- Schedule internal and field technical resources on the dispatch portal- Monitor resource schedules to ensure prompt time entry on service requests- Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages- Improve customer service, perception, and satisfaction- Fast turnaround of customer requests- Ability to work in a team and communicate effectively- Improve usage and increase productivity of IT support resources- Escalate service requests that cannot be scheduled within agreed service levels- Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager- Responsible for entering time and expenses in ticketing system as it occurs- Understand processes in ticketing system by completing assigned training materials- Enter all work as service tickets into ticketing system- General clerical and administrative work as neededThe Profile- You have at least 2 years experience, ideally within a Service Management role.- You have working knowledge of connectwise, English and organization- You are a strong team player who can manage multiple stakeholders- You pay strong attention to detail and deliver work that is of a high standard- You possess strong analytical skills and are comfortable dealing with numerical dataThe EmployerOur client is Miami's premier managed IT services providerSince 2011, they have been providing reliable, cost-effective technology solutions for small and medium-sized businesses in Miami.Their clients benefit from their expertise in multiple industries, in-depth technology expertise, and experience with ever-evolving trends in the IT industry.
