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Open nowFirst seen 4 days ago

XTN-4067421 | PUBLIC RELATIONS MANAGER

KMC Solutions Inc1,595 open roles

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Your applicationOpen nowXTN-4067421 | PUBLIC RELATIONS MANAGERKMC Solutions Inc

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on KMC Solutions Inc's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. KMC Solutions Inc postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

KMC Solutions Inc median: 1 days open

The posting

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.
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