Ticket Coordinator with Security Clearance
DESCRIPTIONAs 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 TeamsEnsuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolvedEnsuring proper assignment of tickets as well as facilitation of resource allocation based on work load REQUIREMENTSRequired Skills, Experience, and Education:
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 SLAsStrong time management and communication skillsAbility to adapt and prioritize work independently in a dynamic environmentStrong interpersonal and presentation skillsExperience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desiredExperience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent requiredExperience working in a customer service role desiredRequired Clearance:
Candidate must have a TS/SCI polygraph clearance Desired:
ITIL v3 Foundations certification desired.
Recommended Skills Adaptability Communication Customer Service Help Desk Local Area Networks Presentations Estimated Salary: $20 to $28 per hour based on qualifications.
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 TeamsEnsuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolvedEnsuring proper assignment of tickets as well as facilitation of resource allocation based on work load REQUIREMENTSRequired Skills, Experience, and Education:
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 SLAsStrong time management and communication skillsAbility to adapt and prioritize work independently in a dynamic environmentStrong interpersonal and presentation skillsExperience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desiredExperience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent requiredExperience working in a customer service role desiredRequired Clearance:
Candidate must have a TS/SCI polygraph clearance Desired:
ITIL v3 Foundations certification desired.
Recommended Skills Adaptability Communication Customer Service Help Desk Local Area Networks Presentations Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
