2 days old

Queue Coordinator II

Annapolis Junction, MD 20701
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Business Group Highlights

Intelligence

The Intelligence group provides high-end systems engineering and integration products and services, data analytics and software development to national and military intelligence customers. Serving federal agencies and the Intelligence Community for more than 50 years, the Intelligence group helps our clients meet their mission needs by providing trusted advisors, leading-edge technologies, and innovative solutions.

Responsibilities

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. Were a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselvesto respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many waysnot only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.

Perspecta's talented and robust workforce14,000 strong'stands ready to welcome you to the team. Let's make an impact together.

Perspecta has an immediate need for aQueue Coordinator inAnnapolis Junction, Md.



TheQueue Coordinator shall possess the following capabilities:

  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

Qualifications

Qualifications:

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:'TS/SCI with Polygraph Clearance'

Desired: ITIL v3 Foundations certification desired.


#CJ


About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2019-12-09 Expires: 2020-01-07

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Queue Coordinator II

Perspecta
Annapolis Junction, MD 20701

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