DirecciónFUNCSHUN is Miami’s premier managed IT services provider
Since 2011, we have been providing reliable, cost-effective technology solutions for small- and medium-sized businesses in Miami.
Our clients benefit from our expertise in multiple industries, in-depth technology expertise, and experience with ever-evolving trends in the IT industry.
From taking care of all your day-to-day technology needs to protecting your IT environment from malicious cyberattacks to implementing an enterprise-level cloud and communications platform, FUNCSHUN offers all the enterprise-grade IT solutions and support you need to succeed, at a price that works for your budget.
The Role
You 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 needed
Ideal 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 data
What's on Offer?
- Work within a company with a solid track record of success
- Great work environment
- Flexible working options
