Service Desk Ticketing Coordinator

6 days ago

Toronto, Canada TEK Group Full time

**Job Description: Overview**:

- The Ticketing Coordinator plays a crucial role in managing incident tickets and ensuring timely resolution of technical issues within the organization. This position involves overseeing the ticketing system, assigning tickets to technicians, and coordinating with various teams to ensure efficient handling of incidents.

**Responsibilities: Ticket Management**:

- Monitor and manage the ticketing system to ensure all incoming tickets are properly logged and categorized.
- Prioritize tickets based on urgency, impact, and service level agreements (SLAs).
- Review ticket details to understand the nature of the issue and gather necessary information for resolution.

**Ticket Assignment**:

- Assign tickets to appropriate technicians based on their skillset, workload, and availability.
- Ensure equitable distribution of tickets among team members to optimize efficiency and workload balance.
- Monitor ticket progress and follow up with assigned technicians to ensure timely resolution.

**Incident Coordination**:

- Act as a central point of contact for all incident-related communications.
- Coordinate with various teams, including technical support, IT operations, and service desk, to escalate and resolve complex issues.
- Facilitate communication between stakeholders to provide updates on ticket status and resolution progress.

**Documentation and Reporting**:

- Maintain accurate records of all incident tickets, including details of the reported issues, troubleshooting steps, and resolution outcomes.
- Generate regular reports on ticket metrics, including ticket volume, resolution times, and SLA compliance.
- Analyze ticket data to identify trends, recurring issues, and areas for improvement in the incident management process.

**Continuous Improvement**:

- Identify opportunities to streamline and optimize the ticketing process for improved efficiency and customer satisfaction.
- Collaborate with cross-functional teams to implement best practices and standardize procedures for incident management.
- Participate in training sessions and knowledge sharing activities to enhance the skills and capabilities of the ticketing team.

**Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience in ticket management or incident coordination roles.
- Strong understanding of ITIL framework and incident management processes.
- Excellent organizational skills with the ability to prioritize tasks and multitask effectively.
- Effective communication skills with the ability to interact professionally with stakeholders at all levels.
- Analytical mindset with the ability to analyze data, identify patterns, and make data-driven decisions.
- Proficiency in ticketing systems and IT service management (ITSM) tools.
- ITIL certification is a plus.

**Salary**: $21.00-$24.00 per hour

Expected hours: 40 per week

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Ticketing Sysytem: 4 years (preferred)
- Incident management: 4 years (preferred)
- service desk: 3 years (preferred)
- IT Service Management: 3 years (preferred)

Licence/Certification:

- ITIL Certification (preferred)

Work Location: On the road

Expected start date: 2024-02-26

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