Ticket Coordinator

Columbia, MD, 1099, W2

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.

Responsibilities

  • Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
  • Monitor dedicated queues to ensure SLAs are maintained
  • Assign the tickets which are out of scope to Service Desk/Other Teams
  • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
  • Ensure proper assignment of tickets as well as facilitation of resource allocation based on workload

Requirements

  • TS/SCI FSP Clearance
  • 1 year of experience in either a customer centric environment such as an office administrative role or within a communications/project management role
  • Able to multi-task, communicate clearly and handle a high stress environment
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