What are the responsibilities and job description for the Help Desk Coordinator position at Randstad Digital Americas?
We are seeking a dedicated UAM Ticket Dispatcher to join our team. The ideal candidate will be responsible for monitoring the ticket queue and ensuring that all incoming requests are promptly and accurately assigned to the appropriate agents. This role requires a keen eye for prioritizing tasks based on urgency and complexity, with the goal of maintaining high service levels, reducing response times, and supporting our UAM team in delivering excellent customer service.
Required Skills - Organization, communication, time management, technical understanding
Job Duties -
Monitor Ticket Queue : Continuously track incoming tickets in the UAM queue, ensuring that they are addressed promptly.
Prioritize Tickets : Assess the urgency and complexity of tickets and prioritize them accordingly to meet service level agreements (SLAs).
Assign Tickets : Accurately assign tickets to the appropriate agents or teams based on their expertise and workload.
Track Ticket Progress : Follow up on open tickets to ensure they are being addressed in a timely manner and escalate issues when necessary.
Communicate with Teams : Maintain clear and effective communication with agents, providing them with relevant ticket information and updates.
Manage Ticket Escalations : Identify tickets that require escalation and ensure they are directed to the appropriate level of support.
Job Requirements - Experience with Service Now is required for this position.
Desired Skills & Experience - 1-3 years of experience working in a desktop support environment
