Looking for an opportunity to get further into the fastest growing sector of jobs in the world? This opportunity will help you further your career in IT! Helm Point Solutions is seeking all levels of queue coordinators for an opportunity supporting an IC customer. This position is a great entry level job for candidates seeking to gain experience in the IT field and interested in a career path that the right motivated person can grow with. We are specifically looking for candidates with great customer service skills, the ability to triage and multi-task, and a desire to learn more.
As part of a 24/7 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.
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
REQUIRED EXPERIENCE, SKILLS & QUALIFICATIONS:
Minimum education and experience level: High school/GED and a minimum of four (4) years of experience. Equivalent education and experience: Associate’s degree and two (2) years of experience.
Experience working with customer technology and support services.
Strong time management skills for triaging calls, excellent communication skills - professional phone manners, and great attitude handling those under pressure.
Ability to adapt and prioritize work independently in a dynamic environment
Strong interpersonal and presentation skills
Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video devices.
Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent
Experience working in a customer service role REQUIRED