Network Specialist V

Job Description :

Successful candidate will perform the activities associated with the management of 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.

Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. Perform aging analysis and audits to ensure ticketing standards are met.

Contribute to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance.

The Queue Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process. Essential Job Functions :

Attends work on a regular and predictable schedule in accordance with agency leave policy.

Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

Monitoring queues to ensure SLAs are maintained.

Assigning the tickets which are out of scope to Service Desk / Other Teams

Perform aging analysis and audits

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

Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Preparing daily reports on Incidents / Change / Problem tickets and SLA status

Preparing summary report on all Major incidents occurring during shift

Coordinating resources with teams across disciplines to ensure SLA targets are met

Coordinating resolution for high priority tickets

Performs related work as assigned.

Knowledge Skills Abilities :

Experience working with SLAs

Strong time management and communication skills

Ability to adapt and prioritize work independently in a dynamic environment

Strong interpersonal and presentation skills

Experience with supporting high priority tickets

Experience with ITSM tools such as BMC Helix or equivalent

Experience with Microsoft Office , Visio, Adobe Acrobat

Organizational skills.

Ability to analyze problems, design solutions, and to perform detailed work accurately regarding network implementation / maintenance.

Ability to direct network staff and / or oversee staff; to ensure quality; and to enforce established standards.

Ability to establish and maintain effective working relations with others and to communicate effectively through verbal, written, and presentation skills.