XTN-4067421 | PUBLIC RELATIONS MANAGER

Functional overview

• Responsible for ensuring accurate ticket assignments to ConnectWise resolver teams
• Communicate with all service desk team members, Operations Support, and end users to ensure proper recording of incidents and Service Requests
• Ensures that Incidents and requests assigned to all Assignment Groups are resolved and service is restored and/or provided within SLA’s
• Follows up and work with IT support personnel and business users to ensure aging incidents are resolved quickly, as well as track historical data.
• Reviews and verifies established SLAs, Incident and Service Request reporting, including volumes and trends
• Creates Knowledge Articles with repeatable procedures, with a goal of reducing the number of Incidents
• Escalates all process issues and improvements to IT Service Desk Lead and/or IT Leadership
• Create RCA documents and work with team to ensure accuracy and timely completion

Duties and responsibilities

• Able to triage and identify severity, based on client urgency and impact.
• Extensive understanding of incidents or requests for immediate coordination and resolution
• Proficient with office suite products. Advanced knowledge of excel a plus.
• Excellent communication skills as this role requires client communication vie ticketing system and phone to effectively communicate progress and provide remediation plans
• Expert knowledge of SLA (Service level Agreement) and OLA (operational Level Agreement)
• Able to Identify Incidents for review and participates in Root Cause Analyses for Major (P1/P2) Incidents.
• Able to act as the Incident Manager on duty for P1 and P2 events, which includes opening a bridge and sending communication out to the resolver teams. Previous Major Incident management experience a plus.
• Proficient using tools to Conduct quarterly and annual trend analysis studies as required and present reports to management for review.
• Performs IT Operations system administration tasks as assigned and authorized
• Solid Understanding of ITIL/ITSM specific to Incident management, Change Management, Problem Management, Root Cause Analysis.
• Strong customer service experience or skills required
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly, as well as quickly adapt and understand the sense of urgency.
• Technical awareness: Ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services.
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service incident details
• Self-motivated with the ability to work in a fast-moving environment
• Prior ITSM ticketing experience required. Previous MSP, and ConnectWise experience a plus.