What are the responsibilities and job description for the Ticket Coordinator, Level 2 position at Independent Software?
What you will be doing!
As a Ticket Coordinator, Level 2, you will be an integral part of our 24/7 Service Desk team. Your primary responsibilities will include managing dedicated ticket queues, prioritizing tasks, and assigning issues to technical resources to address end-user concerns while ensuring that service levels and objectives are met.
Responsibilities
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As a Ticket Coordinator, Level 2, you will be an integral part of our 24/7 Service Desk team. Your primary responsibilities will include managing dedicated ticket queues, prioritizing tasks, and assigning issues to technical resources to address end-user concerns while ensuring that service levels and objectives are met.
Responsibilities
- Monitor dedicated ticket queues and assign tickets to the appropriate resources for troubleshooting and resolution.
- Ensure that service level agreements (SLAs) are maintained throughout the ticket management process.
- Redirect tickets that are outside the scope of the team to the Service Desk or other relevant teams.
- Relate associated tickets back to the parent ticket and ensure proper follow-up once the incident has been resolved.
- Facilitate appropriate ticket assignments and resource allocation based on current workloads.
- A minimum of five (5) years of experience in customer service, help desk, or network operations center environments.
- At least two (2) years of experience supporting a large enterprise environment.
- Two (2) years of experience managing a customer-facing service organization providing 24/7 support across multiple locations.
- Familiarity with customer technology and support requirements.
- Experience working with SLAs.
- Strong time management and communication skills.
- Ability to adapt and prioritize tasks independently in a fast-paced environment.
- Excellent interpersonal and presentation skills.
- Desired experience with desktop environments, local area networks, telephony, voice, land mobile radio, and/or video systems.
- Required experience with IT Service Management (ITSM) tools such as Remedy, ServiceNow, Service Manager, or equivalent.
- A background in customer service is preferred.
- ITIL v3 Foundations certification is also preferred.
- Candidates must possess an active TS/SCI clearance with a polygraph to be considered for this role.
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