TekWissen LLC
Location
Mon | India
Job description
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a global provider of managed services infrastructure solutions consulting and products. The Company offers endtoend managed services technology and consulting to enable the digital workplace for enterprise midsize and small businesses. In business since 1987 Client provides Managed Workplace Services including IT solutions and hardware and software resale integration and support services and has numerous partnerships within the technology space such as HP IBM Cisco Dell Apple Inc Jamf Pro AirWatch and Microsoft.
Position: Queue Analyst / Ticketing Coordinator
Location: Remote
Duration: 6 Months
Job Type: Contract
Work Type: Remote
Language: English
Shift: General Shift
Job Description:
The Ticketing Coordinator plays a crucial role in managing incident tickets and ensuring timely resolution of technical issues within the organization. This position involves overseeing the ticketing system assigning tickets to technicians and coordinating with various teams to ensure efficient handling of incidents.
Responsibilities:
Ticket Management:
Monitor and manage the ticketing system to ensure all incoming tickets are properly logged and categorized.
Prioritize tickets based on urgency impact and service level agreements (SLAs).
Review ticket details to understand the nature of the issue and gather necessary information for resolution.
Ticket Assignment:
Assign tickets to appropriate technicians based on their skillset workload and availability.
Ensure equitable distribution of tickets among team members to optimize efficiency and workload balance.
Monitor ticket progress and follow up with assigned technicians to ensure timely resolution.
Incident Coordination:
Act as a central point of contact for all incidentrelated communications.
Coordinate with various teams including technical support IT operations and service desk to escalate and resolve complex issues.
Facilitate communication between stakeholders to provide updates on ticket status and resolution progress.
Documentation and Reporting:
Maintain accurate records of all incident tickets including details of the reported issues troubleshooting steps and resolution outcomes.
Generate regular reports on ticket metrics including ticket volume resolution times and SLA compliance.
Analyze ticket data to identify trends recurring issues and areas for improvement in the incident management process.
Continuous Improvement:
Identify opportunities to streamline and optimize the ticketing process for improved efficiency and customer satisfaction.
Collaborate with crossfunctional teams to implement best practices and standardize procedures for incident management.
Participate in training sessions and knowledge sharing activities to enhance the skills and capabilities of the ticketing team.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
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