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Help Desk Client Services -MSP

Paladin Consulting, Inc.

This is a Full-time position in Dallas, TX posted March 26, 2021.

Job Title Help Desk Client Services Advocate Work Location Addison, TX or Atlanta, GA, some remote flexibility EducationExperience Required Minimum of 5yrs in Service Desk operations or Call Center support Job Description A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library. It is intended to provide a Single Point of Contact to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. “User ” refers to the actual user of the service, while “Customer ” refers to the entity that is paying for service. The role of the Client Services Advocate is to maintain proper operating and performance levels for all services provided. This individual will make sure the operational procedures and support processes are documented and executed smoothly and consistently to ensure the Client’s business performs as required. A strong focus on data analysis, trend identification and continuous process improvement is imperative to the success of this position. Be the single point of contact, for Client end users, that might be experiencing procedural or operating difficulty with the use of IT applications, products or services. Complex andor high priority problems are elevated to specialized support groups for resolution when needed. However, the Client Services Advocate is the face of Company Support for the Client(s) and is ultimately responsible to ensure services and support are working optimally and efficiently. Responsibilities Primary ticket owner for all issues reported Subject Matter Expert for knowledgeinformation specific to the assigned Client(s) Work closely with the Service Desk Manager to keep them up to date on salient topics Ownership of Client Documentation ensuring accuracy and completeness at all times Daily, Weekly Monthly Analytics Urgent Hot Tickets (Matters that need special attention) Stale Tickets (Open 30 Days Not updated within last 2 Days) Weekly Performance Reporting (Service Level Agreements) Special data request from Client CSAT Net Promoter Score (Customer Satisfaction Scoring) Streamlining and maintaining efficient operations for Client and Company Support Analyze, Monitor and Trend support requests and processes Incident Problem Management Assist in Client communication and awareness Track, trend and report on service degradation’s that repeat in nature Root Cause Analysis Escalation point for Client end users with chronic troubles Maintain daily operational SLA performance for individuals and team Ability to identify performance deficiencies and drive corrective action Install, modify, and repair Client connectivity, hardware, software and applications Identify, Review Write technical, departmental and Service Desk guidelines and operating procedures Respond to queries either in person, via email or over the phone Provide escalation and assist customers through problem-solving process Run diagnostic programs to resolve problems Install and trouble shoot computer peripherals(printers, keyboards, etc)f or Client users Follow up with customers to ensure issue has been resolved Gain feedback from customers about issue resolution and quality of service Assists with desktop and laptop imagining and installation as needed Assists in the operations of enterprise systems as needed Skills Qualifications Minimum of 5yrs in Service Desk operations or Call Center support Prefer 2yrs of Business Analytics experience Prefer 2 yrs of Project Management experience (PMP a plus) Prefer 4yr degree in Computer Science or equivalent work experience Advanced knowledge of company supported systems applications Ability to learn and support new applicationstools Requires sound interpersonal skills Must be able to multi-task Strategic thinking skills Ability to perform tactical execution Self-Starter High emotional intelligence Basic understanding of IT structures and networking Strong time management skills Strong written English language skills Excellent attention to detail and possess exemplary customer service skills Ability to think outside the box Strong analytical skills Ability to work as an individual contributor with little supervision Industry-relevant certifications a plus (MS, Comp-TIA) Experienced in administering MS O365, Active Directory, Azure Basic understanding of RMM (CWA), 2MFA (DUO or Okta), Team Viewer, Ticketing Systems (Autotask, ServiceNow, ZenDesk), Box, Sharepoint, Webroot Microsoft Intune for MDM(Mobile Device Management)and MAM (mobile application management) highly preferred. Troubleshootingproblem-solving skills Must have the ability to work under pressure in a fast paced work environment Strong Teamwork skills, support experience and must have a high level of Integrity PHYSICAL DEMANDS WORK ENVIRONMENT Ability to use a keyboard to enter and retrieve data Must be able to view computer monitor and phone Lifting andor carrying of 15-30 lbs. or more

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