Ticket Coordinator (Duluth)

AT&T - COLUMBIA, Maryland

Don't miss this opportunity to join the company recognized by Fortune magazine as the World's Most Admired Telecommunications Company and ranked #4 on DiversityInc's list of 2011 Top 50 Companies for Diversity.

As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world. You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.

You don't have to be a tech whiz to join AT&T. It takes more than technology to keep us ahead of the curve, and thanks to our teams of legal/operations, marketing and finance whizzes, we do just that. Every day, each works to ensure the success of the company while they advance their own careers.

What does it take to join us? We demand exceptional skills in your discipline and a real dedication to being the best.

After all, we're asked to keep AT&T profitable and on the cutting edge, and at the same time, build on more than a century of innovation and success. We are a world leader in communications and entertainment, and we plan to keep on growing.

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:

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

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 have a TS/SCI polygraph clearance Desired: ITIL v3 Foundations certification desired.

AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

Posted: 30+ days ago

About AT&T

At AT&T, we’re bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed Internet and smart solutions for people and businesses. That’s why we stand alone as a fully integrated solution provider.... more

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