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: 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 communicationGeneral administrative skillsProject 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