Manage escalated issues and requests using service desk platform.
Account management with outcome of increased customer satisfaction and increase in retention and account growth.
Manage onboardings for new clients and projects to include, but not limited to, the accurate and timely gathering of all information needed to support the client, coordination and scheduling of resources, management of project schedules, scope and quality of deliverables.
Manage the workflow of service/support requests
Provide expert advice to clients on the technologies, tools and services that can best support their business objectives.
Manage day-to-day IT Managed Services operations such as SLA adherence, invoicing support, contract renewals, issue resolution, etc.
In-depth knowledge of technology products and services provided by our IT Managed Services group.
Ensure all specifications and client needs are met within established service levels and any KPIs established.
Educate and consult with customers on best practices and standards for systems settings, ensuring he or she can speak to corporate/brand standards, as well as industry standards.
Qualifications Skills
Devoted to a task or purpose with loyalty or integrity Works well as a member of a group Capable of carrying out a given task with all details necessary to get the task done well Inspired to perform well
when granted the ability to set your own schedule and goals Inspired to perform well by the chance to take on more responsibility