What are the responsibilities and job description for the MSC Operations Specialist position at TEKsystems?
Description:
As a MSC Operations Specialist, you will be an extension of our customer and will coordinate across multiple services including Service Desk, and Managed Services (Network and Voice). This versatile Operations Specialist has expertly honed skills in communication, group dynamics, and servant leadership. You have an insatiable appetite for learning new things and improving existing ones. Your previous experience may include working with IT Operations. You’ll have worked in a capacity that involves leading and governing through Managed Services Delivery.
As the primary point of contact, you will work side-by-side with our customers, Managed Services Center (MSC), Service Desk, and Account Team to develop strong relationships.
Skills:
Customer service, Project management, Technical support, Help desk, ticketing system, ticket resolution, operations management, data entry, data reporting, servicenow, cisco certified
Top Skills Details:
Customer service,Project management,Technical support,Help desk,ticketing system,ticket resolution,operations management,data entry,data reporting
Additional Skills & Qualifications:
Job Responsibilities:
· Monitor all MSC tickets for your assigned customer(s) to ensure that processes are being followed and enforce with the team should any deviation be detected
· Manage the backlog continuously to ensure that tickets for your customer(s) are being addressed and resolved in a timely fashion, removing any bottlenecks and ensuring customer communications take place to move tickets to closure.
· Work closely with the CSM to provide operational support and drive customer satisfaction.
· Maintain and improve Knowledge Base articles for your customer(s)
· Ensure Customer’s documentation is updated, communicated, and added to the Wiki in Real-Time (Coordinated with CSM)
· Track missing data and engaging necessary parties to correct and update all impacting areas
· Engage with the customer and Service Desk to identify gaps and ensure we align processes to services are meeting Customer’s requirements
· Daily/weekly meetings with the customer as needed to provide updates and answer questions regarding open tickets and issues that may have occurred during that period, as well as drive the customer to respond to tickets when necessary.
· Provide reports to MSC management and CSM on mishandled tickets and track trends on repeat alarms
· Develop and deliver the RCA, Postmortem and Closed Loop Processes when requested by Customer
· Coordinate with all Shift Management to ensure the customer’s processes are being followed from Cradle to Grave.
· Serve as the point of contact for MSC teams, towers, and customer stakeholders.
· Collaborate with the on-site Engineer and CSM to be the Change Control Partner and input planned maintenance as necessary
· Align with MSC to meet customer SLT Metrics and Reporting Requirements
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
