Ticket Coordinator (Duluth) at AT&T Careers - AT&T Careers
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Ticket Coordinator (Duluth)

Columbia, Maryland

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Job Description:As 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.

Responsibilities include:
  1. Monitoring dedicated queues and
    assign tickets to appropriate resources for troubleshooting and ticket
    resolution.
  2. Monitoring dedicated queues to ensure
    SLAs are maintained.
  3. Assigning the tickets which are out
    of scope to Service Desk/Other Teams
  4. Ensuring associated tickets are
    related to the parent ticket and proper follow-up is performed once incident
    is resolved
  5. Ensuring proper assignment of tickets
    as well as facilitation of resource allocation based on work load


Required Skills,
Experience, and Education
: Five (5) years’ experience in
customer service, help desk, or network operations center environment. Two
(2) years supporting a large Enterprise environment. Two (2) years’
experience managing a customer-facing service organization providing support
across multiple locations on a 24x7 basis

  1. Experience working with customer
    technology and support requirements.
  2. Experience working with SLAs
  3. Strong time management and
    communication skills
  4. Ability to adapt and prioritize work
    independently in a dynamic environment
  5. Strong interpersonal and presentation
    skills
  6. Experience with desktop environment,
    local area networks, telephony, voice, land mobile radio, and/or video
    desired
  7. Experience with ITSM tools such as
    Remedy, Service Now, Service Manager, or equivalent required
  8. Experience working in a customer
    service role desired
Required Clearance:Candidate must be clearable.

Desired:ITIL v3 Foundations certification
desired.



Job ID 1908466 Date posted 02/08/2019

AT&T a good place to be

Pros

I believe in AT&T and know they are at the edge of technology. The company believes in their people and offers all kinds of training to enable us to take on new jobs and to stay at the front of technology. The software defined network which we are building is the newest technology and AT&T has been involved since early 2000s. You have a great deal of autonomy at AT&T as long as you get the job done. You have the ability to do different jobs and to be challenged at all times.

Cons

I really have little negative to say about AT&T I have worked here for 35 years on March 23rd of 2016.

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