Queue Coordinator- (TS/SCI Clearance FS Poly)
Hewlett Packard Enterprise is a leading global technology services provider delivering business solutions to its clients. Hewlett Packard Enterprise delivers the industry’s broadest portfolios of information technology, applications and business process outsourcing services to clients in the manufacturing; financial services; healthcare; communications, media and entertainment; energy; transportation; and consumer and retail industries; and to governments around the world.
Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) tickets
Verify tickets for correct routing and research and reroute incorrectly routed tickets
Update ticket status and provide work documentation on HD and SR tickets
Prioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out. Perform preliminary categorization of problems
Assign tickets to appropriate queues
Notify site technicians of any priority or mission-critical problems or tickets and Route tickets to appropriate member of the site queue team
Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation.
Complete required ticket updates and work documentation.
Escalate problems or tickets to higher level management when required and/or necessary.
Governments turn to Hewlett Packard Enterprise for the mission-focused experience to help reduce costs, streamline processes and operate more efficiently, while improving the quality and value of the services they provide. Our deep experience in the public and private sectors has enabled us to deliver substantial results for a variety of government organizations.
Education and Qualifications:
Must have 2 years experience in customer service, technical helpdesk, office administration, project management
Must have excellent customer service and organizational skills
Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure
Must have good interpersonal skills and willingness to be a team player
Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes
Knowledge of or familiarity with the SupportIT database/application is highly desirable.
WINTEL and/or UNIX system administrators looking to perform non-technical work are also desired
(10am to 6pm) Monday thru Friday
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