Job Description

Overview:TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global provider of managed services, infrastructure solutions consulting, and products. The Company offers end-to-end managed services, technology, and consulting to enable the digital workplace for enterprise, midsize and small businesses. In business since 1987, Client provides Managed Workplace Services including IT solutions and hardware and software resale, integration, and support services, and has numerous partnerships within the technology space such as HP, IBM, Cisco, Dell, Apple, Inc, Jamf Pro, AirWatch, and Microsoft.Position: Open Cases AnalystLocation: Toronto, ON M6J 1H1Duration: 4 MonthsJob Type: Contract-To-HireWork Type: RemoteLanguage: English:Handling escalations in an IM Incident Management role, looking at a report of incidents that are logged (volume can fluctuate), work to resolve.Client Cases is reflective of the report updates.Our Customer their vision within a tight SLA, resolve within a day or two to full case closure.Working with the team on day-to-day open call report analyzing the case to ensure the updates are met everyday, moving forward to resolve which involves the below mentioned:IM to recognize if the call is not being handled escalate to the team responsible.Tracking parts for waybill and etas at times which would be reflective in the case notes.Ensuring the case is updated and or provide the required update.Escalating to the field technicians for case eta or update via email.Escalating to the logistics team via warranty parts, picked from local inventory or purchased.3 reports coming in weekly, update the case status only and they are sent back to client these are shared amongst the team.Provide feedback on a case that doesn\'t seem to be moving forward with parts or out of warranty device we would be initiating a swap desktop or laptop on a break fix ticket at that point we are:Tracking the case for further progressWhen waybill is provided by imaging tech - device gets shipped to site.Ensure we are seeing an eta with update by technician, team lead (by region) or a Field MgrMonitoring case seeing it resolved in a timely manner.ESR reject and ESR cancel cases to be closed if they are not updated by client held in a separate queue after a day they are closed out.Eventually handling emails from an escalation mailbox if required.TekWissen Group is an equal opportunity employer supporting workforce diversity.

TekWissen