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Ticket Coordinator

4 months ago

Columbia, United States Mission First Full time

DESCRIPTION

As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

Responsibilities include:

Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

Monitoring dedicated queues to ensure SLAs are maintained.

Assigning the tickets which are out of scope to Service Desk/Other Teams

Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved

Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load

REQUIREMENTS

MUST BE U.S. CITIZEN

MUST HAVE TS/SCI WITH POLYGRAPH

Five (5) years’ experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (2) years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis

Experience working with customer technology and support requirements.

Experience working with SLAs

Strong time management and communication skills

Ability to adapt and prioritize work independently in a dynamic environment

Strong interpersonal and presentation skills

Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired

Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Experience working in a customer service role desired

Desired: ITIL v3 Foundations certification desired.

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