Vacancy expired!
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
- Reviews tickets before they assign them, verifying that the issue is properly documented, and has had the proper level of troubleshooting done and is addressed to the correct team
- Monitor queues to ensure SLAs are maintained
- Ensure proper assignment of tickets and resource allocation based on current tech work load, PTO, travel, physical locations of customer and tech, tech specialties and capabilities
- Change ticket severity as warranted
- Provide warm transfers when needed
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
- Coordinating resources with teams across disciplines to ensure SLA targets are met
- Preparing reports on Incidents and SLA status
- Experience working in an IT Help Desk or Customer Services environment
- Experience working with SLAs
- Experience with supporting high priority tickets
- Ability to adapt and prioritize work independently in a dynamic environment
- Strong working knowledge of computer systems, hardware, and software
- Experience with ITSM tools such as Cherwell, Remedy, Service Now, Service Manager, or equivalent required
- Advanced problem-solving, analytical, and team-working skills
- Excellent communication and interpersonal skills
- Displays an openness to learning new technologies
- Associates Degree or equivalent coursework; or equivalent experience required
- 4+ years' working in a technical environment
Vacancy expired!