What are the responsibilities and job description for the IT Services Liaison L1 position at True North ITG Inc?
Job Description
At True North ITG, Inc. we know IT and consistently drive innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.
Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!
Essential Duties and Responsibilities:
Service Coordination:
At True North ITG, Inc., we're at the forefront of Healthcare IT evolution, leveraging technology intelligently to enhance client experiences. As a Managed Services Provider (MSP), we're dedicated to making IT operations smarter, more streamlined, and ultimately, more successful.
Our team is comprised of dedicated individuals driven by the desire to make a tangible impact. If you're an ambitious self-starter with an entrepreneurial mindset, who thrives in a collaborative environment alongside exceptional colleagues, let's connect!
At True North ITG, Inc., we're at the forefront of Healthcare IT evolution, leveraging technology intelligently to enhance client experiences. As a Managed Services Provider (MSP), we're dedicated to making IT operations smarter, more streamlined, and ultimately, more successful. Our team is comprised of dedicated individuals driven by the desire to make a tangible impact. If you're an ambitious self-starter with an entrepreneurial mindset, who thrives in a collaborative environment alongside exceptional colleagues, let's connect!
At True North ITG, Inc. we know IT and consistently drive innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.
Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!
Essential Duties and Responsibilities:
Service Coordination:
- Develop and maintain technical knowledge of assigned client environments
- Perform regular, proactive service implementing best practices and standards
- Receive and log incoming service requests, incidents, and inquiries via phone, email, or ticketing system.
- Assign and update ticket priority levels per company standards and based on end-user feedback.
- Communicate and coordinate with end-users, technicians, and other stakeholders to ensure timely resolution of issues.
- Travel between sites to coordinate and deploy equipment, set up printers and PC’s, etc.
- Maintain accurate and up-to-date records of service requests, progress, and resolution details.
- Provide regular status updates to stakeholders and escalate issues as needed.2.
- Tackle L1 level issues and escalate when the task cannot be completed within agreed-upon service levels
- Serve as the initial point of contact for end-users seeking technical assistance.
- Respond to user inquiries and troubleshoot technical issues, escalating complex problems to appropriate teams if necessary.
- Provide basic technical support for hardware, software, some network, and other IT-related problems.
- Perform remote troubleshooting and guide end-users through problem-solving steps.
- Identify and escalate recurring issues or potential system-wide problems to the appropriate teams.
- Document service desk procedures, troubleshooting steps, and resolutions for future reference.
- Improve customer service, perception, and satisfaction.
- Contribute to the knowledge base by creating and updating articles and FAQs.
- Provide training and guidance to end-users on basic IT-related tasks and best practices.
- Ensure excellent customer service by delivering timely, friendly, and professional support.
- Act as a liaison between end-users and technical teams, facilitating effective communication.
- Manage user expectations and provide regular updates on the status of service requests.
- Maintain a positive and helpful demeanor while addressing user inquiries and concerns.
- Associate's or Bachelors's degree; relevant certifications or technical degree is a plus or relevant work experience.
- Proven experience as a Service Liaison or in a similar role.
- Solid understanding of IT systems, networks, and hardware/software components.
- Proficient in using help desk software and ticketing systems.
- Strong customer service and interpersonal skills.
- Excellent written and verbal communication skills.
- Ability to prioritize, and manage time effectively in a fast-paced environment.
- Basic knowledge of Active Directory, email systems, and remote desktop support.
- Ability to lift 50 pounds.
- Familiarity with ITIL framework and service management best practices.
- Experience in a healthcare environment.
- Experience working for an MSP.
At True North ITG, Inc., we're at the forefront of Healthcare IT evolution, leveraging technology intelligently to enhance client experiences. As a Managed Services Provider (MSP), we're dedicated to making IT operations smarter, more streamlined, and ultimately, more successful.
Our team is comprised of dedicated individuals driven by the desire to make a tangible impact. If you're an ambitious self-starter with an entrepreneurial mindset, who thrives in a collaborative environment alongside exceptional colleagues, let's connect!
At True North ITG, Inc., we're at the forefront of Healthcare IT evolution, leveraging technology intelligently to enhance client experiences. As a Managed Services Provider (MSP), we're dedicated to making IT operations smarter, more streamlined, and ultimately, more successful. Our team is comprised of dedicated individuals driven by the desire to make a tangible impact. If you're an ambitious self-starter with an entrepreneurial mindset, who thrives in a collaborative environment alongside exceptional colleagues, let's connect!