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What you will be doing. As a Mid-level Queue Coordinator you will be a part of a 24x7 Service Desk, 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. Requirements: 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 work load.
Education and Experience: Two (2) to four (4) years experience in customer service, help desk, or network operations center environment.
Experience with Linux or Windows administration desired.
Certifications: ITIL v3 Foundation certification desired Clearance Required: Must possess an active TS/SCI with Polygraph security clearance to be considered for this role. Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.
Date Posted: 23 May 2024
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