Open Cases Analyst
Open Cases Analyst
Posted on :
31-01-2025
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1 Vacancy
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Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients worldwide. Our client is a global provider of managed services infrastructure solutions consulting and products. The Company offers endtoend 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 Analyst
Location: Toronto ON M6J 1H1
Duration: 4 Months
Job Type: Contract to Hire
Work Type: Remote anywhere
Language: English
Job Description:
- Handling escalations for client locations in an IM Incident Management role looking at a report of incidents that are logged (volume can fluctuate) work to resolve.
- The client Cases is reflective of the report updates.
- Working with the team on daytoday 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 doesnt 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 progress
- When 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 Mgr
- Monitoring 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.
Employment Type
Full Time
Key Skills
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