What are the responsibilities and job description for the Ticket Coordinator, Level 1 position at Independent Software?
What you will be doing!
As a Ticket Coordinator, Level 2 you will be 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
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As a Ticket Coordinator, Level 2 you will be 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
- 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
- Two (2) to four (4) years’ experience in customer service, help desk, or network operations center environment.
- Experience with Linux or Windows administration desired.
- ITIL v3 Foundations certification desired.
- Candidates must possess an active TS/SCI clearance with a polygraph to be considered for this role.
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