Service Desk Consultant - Queue Management in Chester, VA at Volt

Date Posted: 7/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Chester, VA
  • Duration:
    20 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt is currently hiring for a Service Desk Consultant for our client in Chester, VA.  This person will manage and assign Tier 2 incident tickets.  In this role you will be responsible to consistently monitor the ticket queues, assign tickets to resources, and issue notifications to maintain ticket workflow. 

  • Assign incident tickets to resources, using the VSM incident management platform. 
  • Drive assignment of incidents within the Incident Management Console within the identified SLA -
  • Follow up with appropriate engineer for closing the request before SLA is breached
  • Communicate effectively by using dashboards, power points, and reports. -
  • Shift work required with some weekends

Experience: Bachelors and five (5) years or more of Help Desk experience; Masters and three (3) years related experience

Desired Skills:  VSM, ServiceNow 

Volt is an Equal Opportunity Employer