|As part of a 24×7 Service Desk, performing the activities associated with the management of 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.
1.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2.Monitoring queues to ensure SLAs are maintained.
3.Assigning the tickets which are out of scope to Service Desk/Other Teams
4.Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
5.Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
6.Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
7.Preparing daily reports on Incidents/Change/Problem tickets and SLA status
8.Preparing summary report on all Major incidents occurring on shift
9.Coordinating resources with teams across disciplines to ensure SLA targets are met
10. Coordinating resolution for high priority tickets
|Required Skills, Experience, and Education: Bachelor’s degree and three (3) years’ experience or an Associate’s degree and five (5) years’ experience working with customer technology and support requirements.
Required Clearance: Candidate must have a TS/SCI polygraph clearance
Desired: ITIL v3 Foundations certification desired.
Please put the name of the job listing as the subject of your e-mail and include a cover letter, resume, salary requirements and three professional references.