Associate Resource Manager

POSITION OVERVIEW  

The Associate Resource Manager supports customers in achieving swift ticket resolution by assessing the priority of incidents and service requests and assigning the correct resource to each. This is an excellent opportunity for someone who is interested in kick-starting their IT career!

RESPONSIBILITIES

• Ensure Service Level Agreements (SLAs) are consistently met using standard communication templates and guidelines.
• Perform basic triage of tickets to ensure the issue is clearly documented and necessary information is gathered from the customer.
• Monitor inbound contact channels for responses from customers and ensure updates are visible to assigned engineers.
• Facilitate efficient communication and smooth transition of tickets between shifts.
• Learn and stay updated on documented methods and procedures in effect throughout the organization.
• Perform basic troubleshooting duties and begin preliminary investigation on tickets as needed.
• Routinely update ConnectWise, IT Glue and other systems as new information becomes available.
• Identify and communicate exceptions to procedural adherence including SLA violations, tickets without client updates, escalation requests, and lack of time entry.
• Administrative and other non-technical duties as assigned.

QUALIFICATIONS

• Prior experience working as an intern or employee in a technical position within a professional services organization.
• Practical knowledge of IT infrastructure concepts and/or core framework of one or more relevant applications.
• Proficient with Microsoft Office Suite.
• Outstanding customer service, communication and time management skills.
• Ability to work collaboratively with internal teams and customers.
• Ability to effectively multitask, while maintaining adherence to workflow and procedure.
• Ability and willingness incorporate new information, increasing ongoing value to the team and customers.