TEKsystems Service Desk Support Coordinator in Boston, Massachusetts
The Service Desk team is looking to add a Support Coordinator to the team. This individual would be responsible for managing the Service Desk ticket queue to ensure both the First Response and Time to Resolve times are within the defined SLAs. Roles & Responsibilities: • Monitor live queues and assign incidents before missing First Response and/or Time to Resolve SLAs • Utilize pre-built and create custom SLA reports/dashboards within ServiceNow • Follow up with engineers to call attention to tickets that are going to breach SLA • Re-assign tickets which are out of scope of the Service Desk team(s) • Work with leadership to coordinate individual technician focuses (Break/Fix tickets but no phones or chat, phones and Requests but no Break/Fix, etc) • During a major incident, tie Incidents to a related Problem ticket • Weekly report on overall SLA metric to leadership • Alert managers to the tickets belonging to their reports that were “Flagged for Training” • Shift hand-off to next Queue Manager(if applicable) • Monitor the Service Desk’s phone queue to ensure proper coverage
Help desk support, Help desk, Customer service, Troubleshooting, sla, documentation process, Support, Service, excel, Project coordination
Top Skills Details:
Help desk support,Help desk,Customer service,Troubleshooting,sla,documentation process
Additional Skills & Qualifications:
Attributes: • Ability to adapt and prioritize work in a dynamic environment • Strong interpersonal and presentation skills • Team Player, willing to share knowledge and pitch in wherever needed • Multi-tasking, Prioritization, and Time Management • Drive to learn – curiosity • Dedication – commitment to shepherd tickets through to resolution • Excellent written and verbal communication - Ability to accurately convey an issue • Patience & Customer Service mentality – Users often submit incomplete tickets
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email firstname.lastname@example.org. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
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