Ticket Coordinator Level 2
Ticket Coordinator Level 2
Posted on :
01-05-2025
Employer Active
1 Vacancy
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Job Description
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 enduser 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 followup once the incident has been resolved.
- Facilitate appropriate ticket assignments and resource allocation based on current workloads.
Experience and Education:
- 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 customerfacing 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 fastpaced 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.
Independent Software is an Equal Opportunity Employer EOE M/F/D/V.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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