IT Support Resource Scheduler at Netsurit

The IT Support Resource Schedular must have at least 2+ years’ experience in the IT industry with a basic understanding of the ITIL framework and ITSM systems. A candidate with both the attitude and aptitude will succeed inthis role. The candidate must have a love for technology, have strong time management skills and display an eagerness learn and grow within the Netsurit team. Netsurit employees know that we are all in this together and work is an important part of life so it should be fun. A positive attitude and sense of humor is required.

Duties and Responsibilities:

The candidate will be responsible for ticket management, scheduling of technical resources. Duties included but not limited to:

• Daily ticket queue management via our ITSM system
• Ticket management according to SLA response and resolution times
• Scheduling of tickets and technical resources based on priority
• Manage the team calendars
• Manage and update the 24/7 support calendar
• Day to day administration and document management for support staff
• Complete client care surveys with SLA customers
• Update and manage the team Skills matrix
• Create and consolidate monthly BSC reports (monthly team performance management reports)
• Manage training, exam and leave roster
• Able to take meeting minutes
• Manage cross billing to internal departments
• Attend weekly / monthly support, projects & company meetings
• New project registrations
• Scheduling internal and external meetings as required
• Sending meeting minutes to all stake holders/meeting participants
• Prepare Client Sign off documents for all completed projects
• Manage project billings
• Project profitability analysis (Time billed vs Time spent)