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:

  • Proficiency in basic computer operations and operating systems, along with strong interpersonal skills, including effective communication and active listening.
  • 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