Rsm Microsoft Licensing Desk

7 days ago


Vancouver, Canada RSM US LLP Full time

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

**Position Description**

The RSM Microsoft Licensing Desk (MPRO) Dispatcher role is responsible for providing direct support or assigning appropriate MPRO or consulting team resources for all Microsoft license related cases/calls. The position is responsible for the pace and control of the cases being dispatched out to available team members or RSM consulting teams for remediation, along with assisting RSM licensing and consulting teams in identifying appropriate resources to transfer\escalate
eassign cases.

**Responsibilities include**:

- Coordination of Microsoft Licensing Desk (MPRO) cases to available resources.
- Scheduling resources and following up on requests to ensure proper response time and needs are met for customers and RSM teams.
- Escalation of priority issues and customer and internal teams to ensure prompt follow up/resolution.
- Assistance with Microsoft Support ticket submissions and follow up for license related issues.
- Serve as liasion between customer and Microsoft Support to ensure timely replies from Microsoft Support.
- Assistance with managing user access to both customer and internal Microsoft tenants.
- Coordination of customer onboarding and ongoing access to RSM licensing self-service portal
- Assistance with maintaining licensing desk Teams site and related documentation
- Ability to work in a team and communicate effectively with others

**Basic Qualifications**
- Interpersonal skills: communication, active listening and customer-care
- Ability to work in fast-paced environment, proactively multi-task and adapt to changes quickly
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Attention to detail
- Self-starter - able to work independently and prioritize without consistent direction
- Strong organizational skills

Compensation Range: $66,000 - $92,500



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