Ticket Coordinator to 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. The job duties are as follows:
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 workload
Required Skills
Must have 1 year of experience in either a customer centric environment such as an office administrative role or within a communications/project management role.
Must be able to mult-task, communicate clearly and handle a high stress environment.
Active TS/SCI security clearance with a polygraph is required
Numbers & Facts
Location
Columbia, Maryland
Skills
Administrative Skillsunmatched
Communication Skillsunmatched
Establish Prioritiesunmatched
Organizational Skillsunmatched
Project/Program Managementunmatched
Resource Managementunmatched
Service Level Agreement (SLA)unmatched
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