Ticket Coordinator 0-1 Ris - Fort George G Meade, United States - DUIT

DUIT

Verified Company

Fort George G Meade, United States

2 days ago

Posted by:

Mark Lane

beBee recruiter

Description

One of Inc 5000's fastest growing companies, come join us Our work environment is limitless, you matter to us, your great work will be recognized, and there are many opportunities for advancement.

Davis Unlimited Information Technologies, Inc (DUIT) wants you We have immediate openings for ticket coordinator(s).

We are looking for the best and brightest queue coordinators with 0 or more years of experience to join our certified, awarding winning, and innovative information technology team Jobs are located in various parts of Maryland, such as Columbia, etc.

Monitor ticket queue to ensure tickets are assigned, worked and resolved in accordance with defined Service Level Agreements (SLAs). Positions are shift-based work providing 12x5 coverage

Why work for us?

No red tape
Competitive salaries
Great Health/Dental/Vision Benefits
Excellent 401K plans
Limitless environment where you matter
Recognition of outstanding work and other employee incentives
Opportunities for advancement
What You Will Get to Do:

Queue coordinator 0 shall possess the following capabilities to perform the following routine tasks:

Monitoring the queues and assigning tickets; verify correct routing of tickets and reroute incorrect tickets;
Assign and prioritize tickets to support resources based on location and required skillset.
Notify onsite resources of critical or high priority tickets;
Coordinate ticket resolution activities with endusers to include scheduling of onsite visit and followup;
Maintain proper ticket status for all tickets within a defined queue;
Document resolution activities in tickets including tasks such as enduser communications, interactions with enduser, and ticket closure.

Queue coordinator 1 shall possess the following capabilities to perform the following routine tasks:

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 followup is performed once incident is resolved
Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load

Required Skills:

No demonstrated experience is required for Queue Coordinator 0.

For QC 1: Two (2) to four (4) years experience in customer service, help desk, or network operations center environment. Experience with Linux or Windows administration desired. ITIL v3 Foundations certification desired.

Qualifications You Will Bring: